Customer Service Supervisor

Reeb Millwork Corp.; Bethlehem (Northampton County); On-site; USD 60,000 - 80,000; Full time

Job summary

Reeb Millwork Corp. is seeking a Customer Service Supervisor to lead our customer service teams in Bethlehem, Northampton County. This role focuses on ensuring excellent service delivery and overseeing daily operations. Candidates should have at least eight years of millwork experience along with supervisory skills.

The starting salary for this position ranges from $60,000 to $80,000 based on experience. Join a values-based organization committed to serving people first while fostering a supportive team culture.

Qualifications

• Eight or more years of experience in millwork sales.
• Supervisory experience preferred.
• Valid driver’s license with a safe driving record.

Responsibilities

• Oversee teams within the Customer Service Department.
• Manage workloads and monitor inbound volume.
• Train employees on products and customer service skills.

Skills

Customer service

Team leadership

Communication

Problem-solving

Education

High School Diploma or GED

Tools

Multi-line phone system

General computer knowledge

Job description

Specialty Building Products is a people first organization. Reeb® is an SBP Brand.

You may be wondering, why should I join Specialty Building Products?

• We live our Core Values and they reflect what we actually believe and how we actually behave. They are who we are. You are joining a team that is built upon a strong culture and standards for success.
• Flexibility is offered here; we trust in the expertise, skills and actions of our employees.
• We welcome you to something bigger than yourself with all the tools necessary to excel in your role.
• Grow with us; we offer a career, not just a job. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us.

Reeb® Millwork an SBP Brand is currently looking for a Customer Service Supervisor to join our VALUES based organization. We seek to serve people first, and we operate according to a moral compass aimed at doing what is right even when it is hard. The Customer Service Supervisor oversees teams within the Customer Service Department, working closely with the Customer Service Manager to assure excellent customer service with both internal and external customers.

Essential Functions

• Assist the CSM with recruiting, interviewing, hiring, disciplining, and terminating direct reports as needed.
• Assist CSM with performance evaluations and administering pay changes.
• Assign workloads and direct activities of direct reports within the scope of responsibility.
• Manage the workload throughout the day by monitoring inbound volume and sharing the work.
• Actively contribute to the management team by working with the CSM in the planning and problem resolution efforts of the team. Actively provide feedback to the CSM.
• Provide, and measure the effectiveness of, ongoing training on products, processes, procedures, and general customer service skills (CSS only).
• Assume ownership of escalated customer issues and work with the CSM for final resolution. Be a resource for the outside sales group. Communicate operations and sales issues to management counterparts.
• Foster a culture of positive attitude, common courtesy, and good will with both external and internal customers.
• Manage employees’ time and attendance and coordinate the time off schedule.
• Assist the customer service group by taking ACD calls when the situation dictates. (CSS only)
• Support Reeb’s continuous improvement effort by examining customer service processes to identify inefficiencies, possibilities for error, and opportunities for improvement.
• Demonstrate good company stewardship regarding expenses, resource utilization, etc.
• Attend monthly safety committee meetings.
• Responsible to investigate and complete a thorough accident investigation report with corrective action input and have an action plan developed to correct safety issues. This includes taking the injured employee to receive the proper medical attention.
• Adhere to company policies and procedures and conduct all activities in a safe manner.

Education & Experience

• Education: High School Graduate or General Education Degree (GED)
• Experience: Eight or more years millwork experience in sales.
• Supervisory experience preferred.

Other Requirements

• Valid driver’s license required. Safe driver history/record required for insurance and liability reason.
• Basic math skills (fractions, decimals, division, multiplying, adding, subtracting)
• Keyboarding skills
• Ability to use a calculator, read, write and understand English
• Ability to communicate effectively and to articulate clearly
• Ability to use a multi‑line phone system, occasional outbound calling
• Ability to understand both company sales goals and initiatives

Starting pay salary $60,000-$80,000, based on experience.

Skills & Abilities

Computer Skills

General computer knowledge required, including use of internet and email.

Reeb® Millwork is an equal opportunity employer. It is our policy not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information or other protected class status in accordance with all applicable federal, state, and local laws.