Customer Service Supervisor

Formica Group North America; Cincinnati (OH); On-site; USD 52,000 - 64,000; Full time

Job summary

Formica Group North America in Cincinnati seeks a Customer Service Supervisor to lead and motivate a high-performing team, ensuring top-tier service for our customers. You will manage daily workflow, resolve escalated issues, and align with sales objectives to support program success.

The ideal candidate has a bachelor’s degree, 2–3 years of management experience, strong communication skills, and proficiency with ERP systems (Infor LX) and MS Office.

Qualifications

• Undergraduate degree in a relevant field.
• 2–3 years of management experience demonstrating leadership and analytical skills.
• Proven ability to motivate a team and address performance issues.
• Effective verbal and written communication with internal and external customers.
• Experience with ERP systems, Infor LX preferred.
• Proficiency with Microsoft Office applications.

Responsibilities

• Management of employees including hiring, termination, evaluations, and promotions.
• Identify staff training needs and implement training programs.
• Maintain effective customer relationships both internal and external.
• Align with sales objectives to ensure success of programs and projects.
• Own and resolve escalated issues.
• Manage daily workflow within the team and department.
• Actively participate in weekly management meetings to set direction.
• Participate in cross-functional meetings and project teams.
• Provide backup support when team members are out of the office.

Skills

Team leadership

Communication

Problem solving

Analytical skills

ERP systems

MS Office

Education

Bachelor's degree

Tools

Infor LX

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.

We offer an excellent compensation/benefits package. To inquire, please visit our Career Center at https://formicacareers.silkroad.com/.

An Equal Opportunity/Affirmative Action Employer, M/F/D/V.

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.