Customer Service Supervisor

Ferrotec; Bedford (NH); On-site; USD 70,000 - 95,000; Full time

Job summary

Ferrotec (USA) Corporation is seeking a Supervisor of Customer Service to lead daily operations and drive exceptional service quality. You will oversee staff performance, address escalated issues, and partner with sales, operations, and tech support to improve processes.

The role requires a Bachelor's degree in a related field and at least 3 years in customer service with supervisory experience, plus ERP/CRM proficiency and strong communication skills.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Minimum 3 years of experience in customer service with supervisory responsibilities.
• Experience with an enterprise ERP system.

Responsibilities

• Supervise the daily activities of the customer service team to ensure high-quality service.
• Monitor and evaluate team performance, provide coaching and development.
• Address escalated customer issues professionally and timely.
• Develop and implement customer service policies, procedures, and standards.
• Analyze metrics to identify improvement opportunities and implement solutions.
• Collaborate with sales, operations, and technical support to meet customer needs.
• Manage team schedules and resource allocation to maintain coverage.
• Train staff on processes, systems, and best practices.
• Ensure compliance with policies, standards, and regulatory requirements.
• Prepare reports on performance for senior management.
• Foster a positive, inclusive work environment.

Skills

Customer service leadership

ERP system experience

CRM software

Data analysis

Communication skills

Problem-solving

Organization & time management

Process improvement

Education

Bachelor's degree in Business Administration or Communications

Tools

Oracle

Job description

Together we are a world-class diversified manufacturer with a commitment from our team to proudly provide pure

precision solutions to our customers, delivering superior quality, value, and service.

Ferrotec (USA) Corporation is a technology company with a worldwide presence in a broad array of end products,

manufacturing systems, and industries serving primarily the semi-conductor industry. We provide our customers

with advanced material, component, system, and manufacturing solutions. Please visit www.ferrotec.com for a list

of office locations.

HOW YOU MAKE AN IMPACT

The Supervisor of Customer Service is responsible for leading the day-to-day operations of the customer service

team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing staff

performance, addressing escalated customer issues, and implementing strategies to improve efficiency and

effectiveness. The Supervisor of Customer Service works closely with other departments to address customer

needs, identify process improvements, and support the organization’s overall goals.

Achievement of objectives must include an overriding commitment to quality that must permeate the areas of

responsibility. Enable and Drive Change in the Organization.

WHAT SUCCESS LOOKS LIKE

• Supervise the daily activities of the customer service team, ensuring consistent and high-quality service delivery.
• Monitor and evaluate team performance, providing regular feedback, coaching, and development.
• Address and resolve escalated customer issues in a timely and professional manner.
• Develop and implement customer service policies, procedures, and performance standards.
• Analyze customer service metrics and trends to identify areas for improvement and recommend actionable solutions.
• Collaborate with other departments, such as sales, operations, and technical support, to address customer needs and improve the overall customer experience.
• Manage team schedules and resource allocation to maintain adequate coverage and efficiency.
• Train new and existing team members on processes, systems, and customer service best practices.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Prepare and deliver reports on customer service performance to senior management.
• Foster a positive and inclusive work environment that motivates and engages team members.

Not a comprehensive list of duties. Duties may change without notice at management's sole discretion.

WHAT YOU NEED TO BE SUCCESSFUL

• Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
• Minimum 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
• Experience with an enterprise ERP system.
• Strong understanding of customer service principles, practices, and tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle escalated issues calmly and professionally, with a focus on resolution.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Proven ability to analyze data, identify trends, and implement process improvements.
• Effective organizational and time-management skills, with the ability to prioritize and manage multiple tasks.
• Commitment to delivering an exceptional customer experience and driving continuous improvement.

PREFERRED SKILLS:

• Experience with Oracle.

We are proud to be an Equal Opportunity and Aff… employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state, or local law.