Customer Service Supervisor

Signature Group Recruitment; West Chester (Chester County); On-site; USD 70,000 - 90,000; Full time

Job summary

Signature Group Recruitment is looking for a Customer Service Supervisor in West Chester, PA. This leadership role involves guiding a team to deliver exceptional service and support for a technical product portfolio. You will manage workflows, establish training initiatives, and partner with cross-functional teams to enhance overall service quality.

The ideal candidate has 3–5 years of customer service leadership experience, preferably in a manufacturing environment, and a Bachelor's degree in a related field. Strong problem-solving and communication skills are essential for success in this role.

Qualifications

• 3–5+ years in a customer service leadership or supervisory role.
• Experience in a manufacturing or technical product environment.
• Proven ability to coach employees and manage team development.

Responsibilities

• Lead and develop a Customer Service team through performance reviews.
• Manage and optimize team workflows based on business demand.
• Build relationships with high-value customers and handle escalated issues.

Skills

Customer service leadership

Problem-solving

Communication skills

Emotional intelligence

Education

Bachelor’s degree in Business, Engineering, or related field

Tools

SAP

CRM platforms

Salesforce

Job description

Join a global, industry-leading manufacturer of highly engineered products supporting a diverse customer base that includes multi-million-dollar OEM accounts and complex technical applications. This is a high-impact leadership role for a sharp, level-headed professional who thrives in fast-paced environments and can balance team leadership, customer engagement, and operational execution.

The Customer Service Supervisor will lead a team responsible for delivering best-in‑class service and sales support across a technically driven product portfolio. This role requires someone who can develop people, optimize workflows, and confidently manage escalated customer situations, while maintaining a strong partnership with cross‑functional teams including sales, engineering, and operations.

Key Responsibilities

• Lead, coach, and develop a Customer Service team through regular performance reviews, real‑time feedback, and structured development planning, including career progression and succession planning
• Establish and drive training initiatives focused on product knowledge, application‑based support, systems proficiency, and process excellence
• Manage and optimize team workflows, ensuring alignment with business demand, service levels, and organizational priorities
• Partner with leadership to shape customer service strategy, policies, and processes in line with business growth and evolving market needs
• Build and maintain relationships with key, high‑value customers, proactively gathering feedback and strengthening long‑term partnerships
• Take ownership of escalated customer issues, including complex order management challenges, technical product questions, and service concerns—driving resolution with professionalism and urgency
• Leverage systems and data (SAP, CRM platforms) to analyze performance, identify trends, and improve service delivery

What We’re Looking For

• 3–5+ years of experience in a customer service leadership or supervisory role, preferably within a manufacturing or technical product environment
• Bachelor’s degree preferred (Business, Engineering, or related field)
• Proven ability to lead performance reviews, coach employees, and manage team development
• Experience working with ERP and CRM systems (SAP, Salesforce or similar) to manage orders, customer data, and workflows
• Strong problem‑solving and de‑escalation skills, with the ability to navigate complex customer situations involving high‑value accounts
• High level of business acumen, professionalism, and emotional intelligence—able to remain composed and solutions‑oriented under pressure
• Excellent communication skills with the ability to interface effectively across customers, sales, engineering, and operations teams