Customer Service Supervisor

Imperial Brady; Franklin (MA); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

401(k) match

Life insurance

Paid time off

Educational reimbursement

Paid family leave

Adoption assistance

Medical/dental/vision coverage

Job summary

Imperial Brady in Franklin, MA is seeking a Customer Service Supervisor to lead the daily operations of the Customer Service team. You will oversee representatives, coach staff, monitor performance, and drive improvements in service, productivity and efficiency while partnering with Sales, Operations and other departments.

The ideal candidate has 3–5 years of customer service experience, prior supervision, and strong communication and analytical skills.

Qualifications

• 3–5 years of customer service experience, preferably in distribution/logistics
• Prior supervisory or leadership experience
• Strong problem-solving, decision-making, and conflict-resolution skills
• Excellent verbal and written communication skills
• Experience with ERP systems such as Dayforce, SAP, Oracle is a plus

Responsibilities

• Supervise, coach, and develop Customer Service Representatives to achieve departmental goals and service standards.
• Monitor daily workflow, staffing levels, and productivity to ensure efficient operations and timely customer support.
• Assist with hiring, onboarding, training, and performance management of team members.
• Handle escalated customer inquiries and resolve complex service issues in a professional and timely manner.
• Review customer interactions to ensure quality, accuracy, and adherence to company policies and procedures.
• Analyze department metrics and identify opportunities to improve service levels, response times, and customer satisfaction.
• Collaborate with Sales, Operations, Transportation, Purchasing, and other departments to resolve customer concerns and improve processes.
• Conduct regular team meetings and provide ongoing communication regarding company initiatives, policy changes, and performance expectations.
• Support the implementation of new processes, systems, and continuous improvement initiatives.
• Maintain a positive and professional work environment that promotes teamwork, accountability, and employee engagement.
• Ensure compliance with company policies, safety requirements, and applicable regulations.
• Perform other related duties as assigned.

Skills

Supervisory experience

Customer service

Staff coaching

Problem solving

Communication

Data analysis

ERP systems

Team collaboration

Education

Associate's degree

Tools

Dayforce

SAP

Oracle

Microsoft Office

Job description

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus. #imperialbradyjobs

• All correspondence will come directly from Imperial Brady and not a personal email address.**

Imperial Brady has a Customer Service Supervisor role available in Franklin, MA! Join a strong and continuously evolving team that helps our business grow. If you’re looking for your next opportunity, Imperial Brady is a great place to take that next step.

Salary: $65,00 – $70,000 annually

The Customer Service Supervisor is responsible for leading and supporting the daily operations of the Customer Service team to ensure exceptional service is provided to customers. This role oversees customer service representatives, monitors performance, provides coaching and development, and helps drive continuous improvement in customer satisfaction, productivity, and operational efficiency. The Customer Service Supervisor serves as a key resource for escalated customer issues and works closely with cross-functional teams to support business objectives.

You Will

• Supervise, coach, and develop Customer Service Representatives to achieve departmental goals and service standards.
• Monitor daily workflow, staffing levels, and productivity to ensure efficient operations and timely customer support.
• Assist with hiring, onboarding, training, and performance management of team members.
• Handle escalated customer inquiries and resolve complex service issues in a professional and timely manner.
• Review customer interactions to ensure quality, accuracy, and adherence to company policies and procedures.
• Analyze department metrics and identify opportunities to improve service levels, response times, and customer satisfaction.
• Collaborate with Sales, Operations, Transportation, Purchasing, and other departments to resolve customer concerns and improve processes.
• Conduct regular team meetings and provide ongoing communication regarding company initiatives, policy changes, and performance expectations.
• Support the implementation of new processes, systems, and continuous improvement initiatives.
• Maintain a positive and professional work environment that promotes teamwork, accountability, and employee engagement.
• Ensure compliance with company policies, safety requirements, and applicable regulations.
• Perform other related duties as assigned.

You Have

• Associate's degree preferred; equivalent combination of education and experience will be considered.
• Minimum of 3-5 years of customer service experience, preferably in distribution, logistics, or a fast-paced service environment.
• Prior supervisory, team lead, or leadership experience preferred.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Proven ability to motivate and develop employees while driving results.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office applications and customer service systems.
• Experience with ERP systems such as Dayforce, SAP, Oracle, or similar platforms is a plus.
• Strong leadership and coaching abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to analyze data and make informed business decisions.
• Strong attention to detail and follow-through.
• Ability to work effectively in a team-oriented environment.
• Adaptability and ability to manage changing priorities.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.