Customer Service Supervisor & Process Improvement Lead

Mansfield-Energy-3; Denver (CO); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonus up to 5%

Vacation 2+ weeks

Full benefits

Job summary

Mansfield Energy Corp in Denver, Colorado, is seeking a Supervisor, Customer Service to oversee the DEF Customer Service Team and ensure top-tier support across order entry and issue resolution.

The role emphasizes staff development, process improvement, and cross-functional collaboration with teams in Georgia and Denver. A bachelor’s degree is preferred; 4+ years in customer service and 1+ year in the industry are expected. A 5% annual bonus is possible.

Qualifications

• Bachelor’s degree preferred or equivalent work experience.
• Minimum 4 years of prior Customer Service.
• Minimum 1 year experience in industry (or similar) required.
• Minimum 1 year Mansfield specific preferred.
• Intermediate experience with MS Office Suite, phone systems, and comfort with learning new technology systems and tools.

Responsibilities

• Provide day-to-day oversight and performance management of the DEF Customer Service Team.
• Drive training regimen of the DEF Customer Service Team.
• Mindset of continuous improvement to update, identify, create, and test new process documents or tools for Customer Service team as needed
• Manage and approve time off requests and biweekly timecard management in payroll system
• Escalation point for customer issues and emergency situations to provide quick resolution through cross functional collaboration when needed
• Participate in war room situations as needed
• Provide backup to Manager, Customer Service to include: Daily performance feedback to all Customer Service Coordinators and reporting CSC Stats to C-Level management
• Weekly Training status report updates to all
• Lead adoption and development of Microsoft Copilot programs to help the team be more efficient
• Greet customers and assess the problem or reason for calling or emailing
• Ability to rapidly diagnose customer issues with resolution and address customer concerns timely by troubleshooting and/or engaging necessary internal departments
• Ensure that customer communication is thorough and that realistic expectations are communicated
• Ensure that all customer requests are completed, even after handoff or escalation to other departments
• Ensure that detailed “Pass Downs” are provided to the CSC Team or After Hours Team before the end of the shift
• Backup for the Canadian Office, take orders, phone calls and dispatch
• Ensure all loads requested are entered successfully and order number is provided to the customer
• Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the Customer Service Team; ensure a successful transfer of the call (if need be) is made to the appropriate person
• Coordinate between internal teams and customers to ensure all orders are received, entered, and sent to dispatch for delivery

Skills

Leadership

Customer service

Time management

MS Office

Communication

Problem solving

Education

Bachelor’s degree

Tools

MS Office Suite

Phone systems

Job description

Mansfield Energy Corp in Denver, Colorado, is seeking a Supervisor, Customer Service to oversee the DEF Customer Service Team and ensure top-tier support across order entry and issue resolution.

The role emphasizes staff development, process improvement, and cross-functional collaboration with teams in Georgia and Denver. A bachelor’s degree is preferred; 4+ years in customer service and 1+ year in the industry are expected. A 5% annual bonus is possible.