Customer Support Supervisor

Pella Corporation; Auburn Hills (MI); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) with Company Match

Paid Time Off

Career Development Opportunities

Job summary

Pella Corporation is seeking a Customer Support Supervisor in Auburn Hills, MI to lead a customer support and order fulfillment team in a hybrid environment after training. You will coach and develop staff, improve processes, and ensure a premium customer experience while partnering with sales, operations, and warehouse teams.

The ideal candidate will be a strong communicator with a track record of accountability and consistency, able to manage performance, and comfortable adapting to changes.

Qualifications

• Leadership experience in customer support or operations.
• Ability to coach and develop employees and manage performance.
• Strong organization and follow-through in fast-paced settings.
• Excellent communication in urgent customer situations.

Responsibilities

• Lead, coach, and develop a non-exempt team, including onboarding, performance management, scheduling, and engagement.
• Foster accountability, professionalism, and customer focus across the team.
• Ensure orders, service requests, and delivery activities are executed accurately.
• Drive customer satisfaction by delivering responsive, professional experiences.
• Monitor department performance metrics and identify improvement opportunities.
• Analyze data to spot trends and future needs; support process changes.
• Help develop and implement policies to improve effectiveness and satisfaction.
• Lead continuous improvement initiatives and technology/tool adoption.
• Coordinate with sales, operations, and vendors for seamless service.
• Assist budgeting and cost-center planning; support safety initiatives.
• Support inventory planning and accuracy.

Skills

Leadership

Accountability

Organization

Calm under pressure

Problem-solving

Trust & credibility

Communication

Process improvement

Customer-focused

MS Office

System literacy

Data interpretation

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Customer Support Supervisor

Location: Auburn Hills, MI

Schedule: Hybrid after training (3 days onsite, 2 days remote)

Benefits

• Medical
• Dental
• Vision
• 401(k) with Company Match
• Paid Time Off
• Career Development Opportunities

Lead People. Drive Results. Build Your Career.

We're seeking a motivated and people-focused Customer Support Supervisor to lead our customer support and order fulfillment operations in Auburn Hills, Michigan. This is an excellent opportunity for a proven leader who thrives on developing teams, driving accountability, improving processes, and delivering an exceptional customer experience.

The ideal candidate is a strong communicator with a passion for coaching and mentoring others. We're looking for someone known for their consistency, follow-through, and ability to hold themselves and their team accountable while building trust and engagement. This role offers significant visibility within the organization and tremendous opportunity for long-term career growth.

What You'll Do

As the Customer Support Supervisor, you will oversee the daily operations of customer support and order fulfillment while leading a team responsible for delivering a seamless experience to customers. You will partner closely with sales, operations, warehouse teams, vendors, and customers to ensure service excellence and operational efficiency.

Key Responsibilities

• Lead, coach, and develop a team of non-exempt employees, including hiring, onboarding, performance management, training, development planning, scheduling, payroll reporting, and employee engagement.
• Foster a culture of accountability, professionalism, consistency, and customer focus.
• Ensure customer orders, service requests, project coordination, delivery activities, and support functions are executed accurately and efficiently.
• Drive customer satisfaction by creating experiences that exceed expectations in responsiveness, professionalism, and ease of doing business.
• Monitor and deliver department-specific performance metrics and operational goals.
• Analyze operational and customer data to identify trends, opportunities, and future business needs.
• Assist in the development and implementation of processes, policies, and procedures that improve operational effectiveness and customer satisfaction.
• Lead and support continuous improvement initiatives across all areas of responsibility.
• Identify and implement technologies and tools that improve workflow efficiency and customer service outcomes.
• Partner with branch sales teams, customers, vendors, and internal departments to ensure seamless communication and execution.
• Assist with budgeting activities and cost‑center planning.
• Participate in company safety initiatives, audits, reporting, and policy implementation as needed.
• Support inventory planning, physical inventory activities, reporting, and operational accuracy.

What Makes You Successful

You are a hands‑on leader who enjoys developing others and creating structure within a fast‑paced environment. You don't let details fall through the cracks and are known for following commitments through to completion.

Desired Skills & Qualifications

• Strong leadership experience managing, coaching, and developing employees.
• Demonstrated success creating accountability and driving team performance.
• Excellent organizational skills with strong attention to detail and follow-through.
• Ability to remain calm and make sound decisions in urgent customer situations.
• Strong problem-solving and analytical capabilities.
• Ability to build trust and credibility with employees, customers, and business partners.
• Effective verbal and written communication skills.
• Comfortable navigating change and leading process improvement initiatives.
• Strong customer service mindset with a commitment to excellence.
• Proficiency with Microsoft Office and the ability to learn internal systems and applications.
• Ability to interpret operational and financial performance data.

Qualifications

• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.
• 3-5 years of related leadership, customer support, operations, order fulfillment, logistics, or service management experience.
• Experience supervising employees and managing performance in a customer‑focused environment.
• Ability to work flexible hours, including occasional evenings and weekends, as business needs require.

Physical Requirements

• Regular use of computers, phones, and other office equipment.
• Frequent sitting, speaking, listening, and reaching.
• Occasional standing, walking, bending, and lifting up to 25 pounds.
• Ability to work in both office and warehouse environments as needed.

Why Join Us?

This is more than a supervisor position. It's an opportunity to build a high‑performing team, make a meaningful impact on the customer experience, and position yourself for future leadership opportunities within a growing organization.

If you're a leader who values ownership, consistency, accountability, and developing people, we'd love to hear from you.