Customer Service Supervisor: Lead, Train & Deliver Results

McLane Company, Inc.; Orlando (FL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Day 1 benefits (medical, dental, and V

Annual incentive plan

Job summary

McLane Company, Inc. is seeking a Customer Service Supervisor to lead the Regional Center team, hiring, scheduling and training staff to ensure top-tier service. You’ll guide daily operations, monitor quality, and coordinate activities across multiple ship points to meet service goals.

You’ll also manage escalations, collaborate with IT on system issues, and oversee budget alignment while driving continuous process improvements in a fast-paced environment.

Qualifications

• Bachelor’s degree preferred.
• 3 years of customer service experience.
• Flexible schedule.
• Strong leadership, organizational and troubleshooting skills.
• Knowledge of products and promotions.
• Able 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.
• Work in a diverse, fast paced environment.

Responsibilities

• Supervise the Customer Service Representatives in the Regional Center by hiring, scheduling and training staff.
• Monitor quality assurance and conduct performance evaluations.
• Coordinate customer service activities for multiple ship points.
• Supervise maintenance tasks including group set-up and service charge maintenance.
• Train customers on various business applications to maximize company value.
• Manage internal and external communications and handle store openings and seasonal changes.
• Establish budget requirements and review P&L to stay within budget.
• Direct department activities to meet customer and division needs.
• Act as liaison with IT for system/phone issues impacting deadlines.
• Provide coaching to CSRs and handle escalated calls.

Skills

Leadership

Organizational skills

Troubleshooting

Teamwork

Communication

Conflict resolution

Flexibility

Customer service experience

Education

Bachelor's degree (preferred)

Job description

McLane Company, Inc. is seeking a Customer Service Supervisor to lead the Regional Center team, hiring, scheduling and training staff to ensure top-tier service. You’ll guide daily operations, monitor quality, and coordinate activities across multiple ship points to meet service goals.

You’ll also manage escalations, collaborate with IT on system issues, and oversee budget alignment while driving continuous process improvements in a fast-paced environment.