Customer Service Supervisor: Lead, Coach & Improve Client Experience

TOPS Products LLC

Florence (SC)

On-site

USD 45,000 - 60,000

Full time

6 days ago

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Job summary

TOPS Products LLC in Florence, SC is seeking a Customer Service Supervisor to lead a dedicated support team. This full-time, on-site role manages day-to-day service operations and key accounts, ensuring timely and accurate responses to customer inquiries via phone, email, and other channels.

You will coach staff, monitor performance metrics, and partner with Sales, Production, Logistics and Cost Estimating to deliver superior service.

Qualifications

4-5 years of customer service management or leadership experience.
Ability to balance customer needs with company objectives.
Results-oriented mindset with a focus on continuous improvement.

Responsibilities

Lead, coach, train, and develop the Customer Service team.
Manage daily customer service operations and support escalated customer issues.
Oversee key customer accounts and ensure a positive customer experience.
Respond to customer inquiries regarding orders, pricing, products, and services.
Coordinate order management activities, including quotes, inventory verification, and customer approvals.
Partner with Sales, Production, Logistics, and Cost Estimating to deliver solutions and maintain customer satisfaction.
Monitor customer service metrics and develop reports to improve performance and process.
Lead continuous improvement initiatives to increase efficiency and service levels.