Customer Support Leader: Drive Service Excellence

Sysco Northeast Rdc; Northern (KY); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Sysco Northeast Rdc in Kentucky is seeking a Customer Support Supervisor to lead daily operations, guide staff, and ensure service levels are met across the team.

You will delegate tasks, monitor call center performance, handle escalations, and drive timely resolutions for orders, billing, pricing, reporting, and portal inquiries.

The role requires 3–5 years in a call center setting, supervisory experience, and proven communication and people-management skills to motivate a large staff.

Qualifications

• Excellent and effective interpersonal and communication skills.
• Ability to model superior customer focus and empathy.
• Able to use experience and judgment to plan and accomplish goals.
• Plan and carry out assigned projects, resolve problems within established parameters.

Responsibilities

• Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.
• Delegate work and coordinate activities of staff members and teams.
• Monitor Customer Support call center performance against stated service agreements.
• Process feedback and complaints.
• Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.
• Perform daily Customer Support call center staff responsibilities and other management responsibilities (as necessary).
• Execute daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Support staff.
• Administer scheduling systems and time management processes.
• Communicate job expectations.
• Organize, monitor, appraise and review job evaluations.
• Plan and review compensation actions.
• Enforce policies and procedures.

Skills

Interpersonal skills

Customer focus

Communication

Supervisory experience

Team leadership

MS Office

Call center software

Education

High school diploma or GED

Associate's degree preferred

Tools

Microsoft Office Suite

Job description

Sysco Northeast Rdc in Kentucky is seeking a Customer Support Supervisor to lead daily operations, guide staff, and ensure service levels are met across the team.

You will delegate tasks, monitor call center performance, handle escalations, and drive timely resolutions for orders, billing, pricing, reporting, and portal inquiries.

The role requires 3–5 years in a call center setting, supervisory experience, and proven communication and people-management skills to motivate a large staff.