Customer Service Supervisor - SAP & Ops Lead (Manufacturing)

Mann; Fayetteville (NC); On-site; USD 55,000 - 85,000; Full time

Job summary

Successfactors in Fayetteville, NC is seeking an HDI Customer Service Supervisor to lead a manufacturing and distribution customer service team. You will coordinate daily workloads, manage order entry and data accuracy in SAP, and drive service performance across departments to meet customer needs.

You’ll coach staff, monitor metrics, and address escalations while maintaining strong customer relationships. The role requires 5+ years in customer service in manufacturing, 1–3 years in supervision,

Qualifications

• An associate’s or bachelor’s degree in business or a related field is preferred.
• At least 5 years of customer service experience in a manufacturing and/or distribution environment.
• 1–3 years of supervisory, team lead, or similar leadership role.
• Automotive industry experience preferred.
• Material planning and logistics experience preferred.

Responsibilities

• Supervise the HDI customer service team, establish daily priorities, distribute workloads, and coordinate account coverage to meet customer needs and service expectations.
• Coach, train, and develop team members, set clear performance expectations, and address performance concerns through timely, constructive conversations.
• Oversee customer order entry, reconciliation, processing, and tracking to ensure accuracy and alignment with customer requirements.
• Monitor customer past-due and expedite logs, helping the team prioritize urgent orders and coordinate actions to address delivery issues.
• Oversee incoming electronic data interchange (EDI) transactions and ensure errors or discrepancies are corrected promptly.
• Ensure accurate setup and maintenance of customer master data, customer portals, and related information in SAP and other systems.
• Maintain strong customer relationships and serve as an escalation point for inquiries, complaints, and service concerns, supporting customer calls and resolution reporting as needed.
• Collaborate with planning, logistics, manufacturing, quality, and other departments to resolve service constraints and track corrective actions through completion.
• Monitor, summarize, and report customer delivery ratings and team performance measures, identifying opportunities to improve service quality, responsiveness, and efficiency.
• Ensure customers receive timely, accurate updates regarding order status, delivery expectations, and outstanding issues.
• Provide hands-on customer service support and backup account coverage when needed to maintain service continuity.
• Communicate and implement company policies, leadership decisions, and process changes, helping team members understand expectations and adapt successfully.
• Foster a positive, collaborative team environment that encourages initiative, accountability, and professional communication.
• Perform other job-related duties as assigned.

Skills

Customer service leadership

Relationship management

Problem-solving

Communication skills

Change management

Education

Associate's or Bachelor's degree in business or related field

Tools

SAP S/4HANA

Microsoft Excel

Microsoft Office

Job description

Successfactors in Fayetteville, NC is seeking an HDI Customer Service Supervisor to lead a manufacturing and distribution customer service team. You will coordinate daily workloads, manage order entry and data accuracy in SAP, and drive service performance across departments to meet customer needs.

You’ll coach staff, monitor metrics, and address escalations while maintaining strong customer relationships. The role requires 5+ years in customer service in manufacturing, 1–3 years in supervision,