Customer Service Supervisor

Code Red Safety; La Grange (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Code Red Safety is seeking an experienced Customer Service Supervisor to lead the order management team and ensure exceptional service levels in a fast-paced distribution environment.

You will oversee quotes, orders, RMAs, and vendor coordination, while coaching staff and driving efficiency across departments to satisfy customers and improve accuracy.

Qualifications

• Associate's or Bachelor's degree preferred.
• 3–5 years in customer service in an office or distribution environment.
• Previous supervisory or team leadership.
• Strong proficiency with CRM systems, ERP software, and Microsoft Office.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with attention to detail.
• Ability to multitask, prioritize, and perform under pressure in a fast-paced environment.
• Demonstrated problem-solving skills and sound judgment.

Responsibilities

• Provide exceptional customer service by phone, email, and in person.
• Process customer quotes and sales orders accurately and within 2 hours of receipt.
• Contact customers regarding open orders and provide timely order updates.
• Research and source non-stock products through approved vendors.
• Cross-sell and recommend products and services based on customer needs.
• Resolve customer concerns professionally and escalate issues when appropriate.
• Process and monitor sales orders from entry through delivery.
• Coordinate with vendors regarding pricing, product availability, and PO status.
• Process POs, receiving docs, and RMAs.
• Review backorder reports and identify suitable product alternatives.
• Maintain accurate product information, pricing, and part numbers in company systems.
• Hire, train, mentor, and develop customer service representatives.
• Establish performance expectations and monitor key department metrics.
• Conduct regular coaching sessions and performance reviews.
• Foster a positive, collaborative, and customer-focused team culture.
• Assist with scheduling and workload distribution to ensure service levels.
• Evaluate and improve customer service, order entry, shipping, and RMA processes to increase efficiency and reduce errors.
• Support branch managers by researching inventory discrepancies and unusual transactions.
• Collaborate with Sales, Purchasing, Warehouse, Accounting, and other departments to ensure timely order fulfillment.
• Complete administrative and accounting tasks as needed.
• Maintain compliance with company policies and procedures.

Skills

CRM systems

ERP software

Microsoft Office

Verbal communication

Written communication

Organizational skills

Multitasking

Problem solving

Education

Associate's degree

Bachelor's degree

Job description

• Provide exceptional customer service by phone, email, and in person.
• Process customer quotes and sales orders accurately and within a 2 hours of receipt.
• Contact customers regarding open orders and provide timely order updates.
• Research and source non-stock products through approved vendors.
• Cross-sell and recommend products and services based on customer needs.
• Resolve customer concerns professionally and **escalate** issues when appropriate.

Order Management & Logistics

• Process and monitor sales orders from entry through delivery.
• Coordinate with vendors regarding pricing, product availability, and purchase order status.
• Process purchase orders, receiving documentation, and Return Merchandise Authorizations (RMAs).
• Review backorder reports, communicate status updates, and identify suitable product alternatives.
• Maintain accurate product information, pricing, and part numbers within company systems.
• Hire, train, mentor, and develop customer service representatives.
• Establish performance expectations and monitor key department metrics.
• Conduct regular coaching sessions and performance reviews.
• Foster a positive, collaborative, and customer-focused team culture.
• Assist with scheduling and workload distribution to ensure service levels are maintained.

Process Improvement & Administration

• Evaluate and improve customer service, order entry, shipping, and RMA processes to increase efficiency and reduce errors.
• Support branch managers by researching inventory discrepancies and unusual transactions.
• Collaborate with Sales, Purchasing, Warehouse, Accounting, and other departments to ensure timely order fulfillment.
• Complete administrative and accounting tasks as needed.
• Maintain compliance with company policies and procedures.

Qualifications

• Associate's or Bachelor's degree preferred.
• 3–5 years of customer service experience in an office or distribution environment.
• Previous supervisory or team leadership.
• Strong proficiency with CRM systems, ERP software, and Microsoft Office.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask, prioritize, and perform effectively under pressure in a fast-paced environment.
• Demonstrated problem-solving skills, initiative, and sound judgment.
• Positive attitude with a strong commitment to customer satisfaction.

Equal Opportunity Employer
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.