Customer Service Supervisor

Vmc Group; Houston (TX); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company match

Life Insurance

Flexible Spending Accounts

Generous annual time off policy

12 Company-Paid holidays

Wellness Program

Job summary

VMC Group is seeking a Customer Service Supervisor in Houston to lead our service team and ensure top-tier support for HVAC customers. You will oversee daily operations, coordinate with Quality, Engineering and Manufacturing, and drive timely responses to inquiries to maintain strong customer relationships.

The role emphasizes data-driven management, escalation handling, and collaboration across departments to optimize order fulfillment and communication with clients.

Qualifications

• 3–5 years of customer service experience preferred.
• Previous team lead or supervisory experience preferred.
• High school diploma or equivalent required; Associate degree is a plus.
• Experience in a manufacturing environment preferred.
• ERP experience (e.g., Epicor) is a plus.

Responsibilities

• Provide day-to-day direction to Customer Service team members.
• Assign and prioritize workloads to ensure timely support.
• Monitor team performance, service levels and order accuracy.
• Coach and train employees on customer service expectations and processes.
• Serve as the first escalation point for complex issues.
• Identify opportunities to improve team workflows and processes.
• Build and maintain relationships with customers to support growth.
• Respond to inquiries in a timely, professional manner.
• Proactively communicate production updates or delays to customers.
• Document customer changes and coordinate updates with production.

Skills

Customer service

Team leadership

Communication

Organization

Education

High school diploma

Associate degree

Tools

Epicor ERP

CRM software

Microsoft Office

Job description

The Customer Service Supervisor reports directly to the Sr. Customer Service Manager and plays a key role in building and maintaining strong customer relationships. This position supports both internal teams and the HVAC network by managing orders, responding to inquiries, and ensuring timely and accurate communication. The ideal candidate leverages technology and cross-functional collaboration to deliver exceptional customer service and support.

Responsibilities not limited to:

• Provide day-to-day direction and support to Customer Service team members.
• Assign and prioritize workloads to ensure timely customer support.
• Monitor team performance, service levels, and order accuracy.
• Coach and train employees on customer service expectations and processes.
• Serve as the first point of escalation for complex customer issues.
• Identify opportunities to improve team workflows and customer service processes.

Relationship Management

• Build and maintain strong relationships with customers to support business growth and ensure a positive customer experience
• Respond to customer inquiries in a timely and professional manner
• Proactively communicate production updates, delays, or changes to customers
• Provide pricing information as needed
• Demonstrate a strong sense of urgency based on customer needs

Collaboration

• Collaborate effectively with internal teams and support external customers
• Accurately document customer changes and coordinate updates through production
• Escalate issues and involve appropriate departments when necessary

Process Management

• Manage day-to-day activities for assigned accounts, serving as a liaison between customers and internal departments (Quality, Engineering, Manufacturing)
• Process and verify purchase orders for accuracy
• Estimate delivery timelines based on lead times and track orders throughout production
• Monitor production status to support communication around fulfillment, shipping, and logistics

Data Management & Technology

• Maintain accurate and up-to-date records within CRM and ERP systems
• Run daily reports to track order status and take appropriate action
• Manage communication through shared inboxes for customer inquiries
• Perform account maintenance, including customer portal management

Requirements

Core Competencies:

• Strong interpersonal skills with a proactive, customer-focused approach
• Excellent verbal and written communication skills
• Exceptional organization and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Ability to coach employees, delegate work, and manage competing priorities
• Proficiency with Microsoft Office, CRM, and ERP systems

Minimum Requirements:

• 3-5 years of customer service experience preferred
• Previous team lead or supervisory experience preferred
• High school diploma or equivalent required; Associate’s degree (AA) a plus
• At least 1 year of administrative experience in a manufacturing environment preferred
• Experience with ERP systems (e.g., Epicor or similar) is a plus

At VMC Group and companies we believe in supporting our employees both professionally and personally. When you join our team, you gain more than just a job — you gain access to a range of benefits designed to promote your well-being, growth, and financial security.

• Health, dental and vision insurance
• 401K with company match
• Life Insurance
• Flexible Spending Accounts
• Generous annual time off policy
• 12 Company-Paid holidays
• A Solid Wellness Program to support your personal health goals
• Professional development opportunities

We provide equal employment opportunities to all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.