Customer Service Supervisor

Formica; Cincinnati (OH); On-site; USD 48,000 - 68,000; Full time

Job summary

Formica, a respected leader in its field, seeks a Customer Service Supervisor in Cincinnati. You will guide a customer service team, drive excellence, and ensure policy adherence while solving complex issues for clients.

You will leverage your strong communication, leadership, and analytical skills to enhance service levels, train staff, and align with sales goals. This role operates on-site with standard business hours.

Qualifications

• Undergraduate degree in a relevant field.
• Experience in people leadership and team motivation.
• Strong communication, problem solving and analytics.
• Proficiency with ERP systems and MS Office.

Responsibilities

• Lead and manage a team, including hiring, evaluations, and coaching.
• Identify training needs and implement development programs.
• Maintain strong internal and external customer relationships.
• Coordinate with sales to support programs and projects.
• Own and resolve escalated customer issues.
• Manage daily team workflow and department priorities.
• Attend weekly management meetings to set direction.
• Participate in cross-functional teams and provide backup support.

Skills

Communication

Leadership

Problem solving

Analytical skills

Bilingual English & Spanish/French

Education

Bachelor's degree or higher

Tools

Infor LX ERP

Microsoft Office

Job description

We are looking for a proven leader to join our team as a Customer Service Supervisor. The successful candidate for this role will be a strong communicator with a proven ability to build and motivate a successful team. They will create a working environment that engages their team to perform at the highest level. They will have a command of the company’s policies, processes and products along with strong analytical skills that enable them to effectively solve problems encountered by our customers. They will ensure that our customers are consistently provided the highest level of service possible.

Responsibilities include:

• Management of employees including; hiring, termination, evaluations, promotion recommendations, etc.
• Identification of staff training and developmental needs and execution of training programs
• Maintaining effective customer relationships, both internal and external
• Aligning with the sales organization objectives to ensure the success of sales programs and projects
• Ownership and resolution of escalated issues
• Management of daily work flow within team and overall department
• Actively participating in weekly management meetings to set direction of department
• Participating in cross functional meetings and project teams
• Providing backup support to team when team members are out of the office

Requirements include:

• Undergraduate degree in a relevant field of study
• Bilingual in English & Spanish or French is a plus
• 2 - 3 years of management experience demonstrating strong leadership, problem-solving, and analytical skills
• Proven ability to motivate a team and deal effectively with performance issues
• Ability to effectively and professionally communicate with both internal and external customers (verbal & written)
• Experience with ERP systems, Infor LX preferred
• Proficiency with Microsoft Office applications

Department hours are 8:00 am – 6:30 pm, Monday-Friday. Occasional shift rotations & holidays may be necessary to cover entire department.

Only qualified individuals (those who meet the fundamental qualifications) will be considered as applicants for this position. Applications will be accepted for a minimum of 3 days from the date of the initial posting.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.