Customer Service Supervisor: Lead & Elevate Support

aa224; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Day 1 Benefits: medical, dental, and 1

Vision insurance

FSA/HSA

Company-paid life insurance

Paid time off day 1

401(k) Profit Sharing after 90 days

Pet insurance

Maternity/paternity leave

Employee assistance programs

Discount programs

Tuition reimbursement

Job summary

McLane is seeking a Customer Service Supervisor to lead the Regional Center CSRs, coordinating scheduling, training, and performance evaluations while ensuring top-tier customer interactions and efficient cross-department collaboration.

The role involves supervising call-center tasks, managing escalations, and partnering with IT and other functions to maintain service levels in a fast-paced distribution environment.

Qualifications

• Bachelor’s degree preferred.
• 3 years of customer service experience.
• Flexible schedule.
• Proficient in MS Office Suite (Excel, Word, etc.).
• Strong leadership skills.
• Good organizational and troubleshooting skills.
• Knowledge of products and promotions.
• Ability to assist CSRs and customers with questions and escalated calls.
• Experience in conflict resolution.
• Ability to cover staffing gaps for shift extensions, lunch periods, and occasional weekends.
• Able to work in a diverse, fast-paced environment.
• Ability to read, write, and understand English sufficiently for job tasks.

Responsibilities

• Supervise CSRs in the Regional Center—hire, schedule, train, evaluate performance, and take corrective actions.
• Prioritize and coordinate customer service activities for multiple ship points.
• Oversee maintenance tasks like group setups, assignments, service charge reviews, shelf tags, and bills.
• Monitor on-time performance of distributions, including seasonal promotions.
• Train customers on business applications to maximize company value.
• Manage internal and external communications, including store openings and route changes.
• Oversee inter-divisional business transfers.
• Establish and review budget and P&L to stay within limits.
• Direct department activities to meet customer and division needs.
• Serve as IT liaison for system and phone issues affecting deadlines.
• Configure call volume center systems to balance load.
• Assist customers with escalated calls and coach CSRs.

Skills

Leadership

Organizational skills

Troubleshooting

Conflict resolution

Customer service experience

Teamwork

Detail orientation

English literacy

Education

Bachelor’s degree (preferred)

Tools

MS Office Suite (Excel, Word)

Job description

McLane is seeking a Customer Service Supervisor to lead the Regional Center CSRs, coordinating scheduling, training, and performance evaluations while ensuring top-tier customer interactions and efficient cross-department collaboration.

The role involves supervising call-center tasks, managing escalations, and partnering with IT and other functions to maintain service levels in a fast-paced distribution environment.