Customer Solutions Lead

Edmund Optics; Cherry Hill (AR); On-site; USD 63,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan with Company

Paid PTO

Tuition Reimbursement

Parental Leave

Job summary

Edmund Optics seeks a Customer Solutions Supervisor to lead a team delivering exceptional support across phone, email, chat, and other channels. You will oversee daily operations, coaching, and performance management to meet service levels and customer experience goals.

You will partner with regional leaders to balance customer needs with policies, manage escalations, and drive process improvements across orders, pricing, and availability. Strong leadership and communication are essential.

Qualifications

• Three (3) years of customer service, inside sales, or order management experience.
• Ability to lead peers and influence positive team performance.
• Advanced knowledge of customer order processing and customer support workflows.
• Experience handling complex customer issues with sound judgment and professionalism.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail.
• Independent work style with minimal supervision while supporting team objectives.
• Flexibility to support varying schedules when needed.
• Proficiency supporting phone, email, and chat interactions.
• Experience managing specialized order types (returns, backorders, Kanban, scheduling agreements).
• Knowledge of pricing conditions, order management systems, and customer master data maintenance.

Responsibilities

• Directly supervise and manage a team of Customer Solutions Representatives, including performance and development aspects.
• Ensure clear expectations and accountability for service, quality, productivity and professionalism.
• Conduct regular coaching, performance discussions, and development activities in partnership with HR.
• Participate in hiring, onboarding, training and development of team members.
• Oversee daily operations, staffing, workload distribution, and coverage across time zones.
• Monitor queues, service levels, response times, productivity, and quality.
• Coordinate schedules and coverage for required business hours and time zones.
• Ensure adherence to CS processes and SOPs; deliver exceptional multi-channel support.
• Escalate complex issues and coordinate cross-functional resolution.
• Identify recurring issues and drive root-cause improvements with stakeholders.
• Provide support or relationship management for select strategic customers when appropriate.

Skills

Customer service

Leadership

Problem-solving

Communication

Accountability

Prioritization

Attention to detail

Analytical skills

Cross-functional collaboration

Microsoft Office

ERP/CRM platforms

Education

High School diploma or equivalent

Tools

SAP

CRM

Job description

Edmund Optics seeks a Customer Solutions Supervisor to lead a team delivering exceptional support across phone, email, chat, and other channels. You will oversee daily operations, coaching, and performance management to meet service levels and customer experience goals.

You will partner with regional leaders to balance customer needs with policies, manage escalations, and drive process improvements across orders, pricing, and availability. Strong leadership and communication are essential.