Hybrid Customer Service Supervisor - Lead NA Team

Graymont Limited; West Bend (WI); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Graymont Limited is seeking a Customer Service Supervisor to establish and maintain a world-class customer service team across North America, delivering service excellence in a fast-paced environment. You will oversee CSRs, drive KPIs, and coordinate dispatch, order management and issue resolution with a focus on continuous improvement.

The role requires 5–7 years in CS and related areas, strong leadership and communication, and travel up to 25%.

Qualifications

• 5-7 years in Customer Service, Inside Sales and Transportation.
• Experience with JDE Order Management, Cognos, MS Office and Graymont Portal.
• Strong leadership, mentoring and communication skills.

Responsibilities

• Lead, coach, and develop a team of CSRs across NA to deliver service excellence.
• Develop, monitor and report KPIs; provide monthly updates and build capability.
• Support standards and processes; coordinate operations and resources.
• Identify process improvements, automation opportunities, and system enhancements.
• Coordinate O2C activities; act as subject matter expert for assigned systems.
• Provide training and cross-functional support across departments; participate in after-hours as needed.

Skills

Customer service

Team leadership

Inside sales

Transportation

Tools

JDE Order Management

Cognos

MS Office

Graymont Customer Portal

Job description

Graymont Limited is seeking a Customer Service Supervisor to establish and maintain a world-class customer service team across North America, delivering service excellence in a fast-paced environment. You will oversee CSRs, drive KPIs, and coordinate dispatch, order management and issue resolution with a focus on continuous improvement.

The role requires 5–7 years in CS and related areas, strong leadership and communication, and travel up to 25%.