Hybrid Customer Service Supervisor: Lead & Optimize

Home HT GmbH; Rancho Cucamonga (CA); On-site; USD 74,501,000 - 85,962,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company matching

Accrued vacation and holidays

Floating holidays

Job summary

Bradshaw Home seeks a hands-on Customer Service Supervisor to lead a team responsible for order processing and service delivery. You will drive performance, coach team members, and partner with internal departments to meet service levels and support growth.

You will ensure timely order processing, maintain SOPs, and develop talent through training and feedback while upholding high standards of customer experience across channels.

Qualifications

• High school diploma or GED.
• 5+ years in customer service with an emphasis on order processing/order management.
• 2+ years in a supervisory role preferred.
• Experience with order management software and ERP systems.
• Excellent written and verbal communication skills.

Responsibilities

• Coordinate scheduling and daily workflow of a team of CSRs.
• Review and approve timecards and monitor attendance.
• Train new customer service representatives and coordinate cross training.
• Manage team performance KPIs and implement improvements.
• Conduct bi-weekly one-on-one check-ins and annual reviews.
• Ensure orders are processed within 24 hours and released to WMS 3 days prior to ship date.
• Monitor OMS reports, resolve issues with CSRs, and communicate with production planning.

Skills

Leadership

Customer Service

Order Management

KPIs

Coaching

Communication

Training

ERP

MS Office

Team Building

Education

High school diploma or GED

Tools

MS Office Suite

ERP system

Order management software

Job description

Bradshaw Home seeks a hands-on Customer Service Supervisor to lead a team responsible for order processing and service delivery. You will drive performance, coach team members, and partner with internal departments to meet service levels and support growth.

You will ensure timely order processing, maintain SOPs, and develop talent through training and feedback while upholding high standards of customer experience across channels.