Manufacturing Customer Service Supervisor

Nordson Extrusion Dies Industries, LLC; Hickory (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Nordson Polymer Processing Systems is seeking an experienced Manufacturing Customer Service Supervisor to lead the Americas CS team and drive aftermarket growth. You will coordinate with regional sales managers and internal stakeholders to ensure timely, accurate service and strong customer relationships.

Responsibilities include overseeing order entry, quotations, and top customer plans, while aligning with the NBS Next framework.

Qualifications

• Experience in customer service or a sales support role is required.
• Excellent oral and written communication skills.
• Accountability with customers and timely follow-through on requests.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• CRM experience (C4C preferred).

Responsibilities

• Supervises Americas Customer Service team including hiring, training, and performance management.
• Harmonizes front-end processes across product portfolio for consistency and efficiency.
• Provides customer service support to domestic and international customers and regional sales managers.
• Supports aftermarket part sales and issues quotations per NBS Next initiatives.
• Maintains top customer contacts and ensures timely, quality responses.

Skills

People skills

Multi-tasking

Communication skills

Tools

CRM (C4C)

Job description

Nordson PPS, a global leader in Polymer Processing Systems, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment.

SUMMARY OF THE ROLE

As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected.

The Manufacturing Customer Service Supervisor is responsible for leading and developing the PPS Americas Customer Service team to deliver exceptional support to domestic and international customers while driving profitable aftermarket growth. This role oversees team performance, customer relationships, order management, and spare parts sales activities to ensure timely, accurate, and high-quality service. The position works closely with regional sales managers, top customers, and internal stakeholders to identify growth opportunities, support strategic sales initiatives, and enhance customer satisfaction through the NBS Next framework.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Supervises the Americas Customer Service team, including interviewing, hiring, and training employees; planning and assigning work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Harmonizes front end processes across product portfolio to ensure consistency and efficiency.
• Provides customer service support to domestic and international customers and regional sales managers.
• Supports Aftermarket part sales, communicates with customers regularly following our NBS Next initiatives and policies (including minimum order values) and issues quotations.
• Establishes and maintains Top Customer contact and works closely with Customer Service representatives to guarantee prompt and quality responses to customers, leveraging the NBS Next framework.
• Oversees the order entry process to ensure entries are completed correctly and in a timely manner.
• Partners with Aftermarket & Customer Service Manager to develop the annual spare parts sales plan, including pricing strategies, profitability goals and simplification of the parts offering utilizing the strategic discipline data.
• For Top Customers, works with the team to create and maintain action plans to win, support, and, where necessary, recover lost opportunities.
• Identifies growth opportunities that can generate sustainable, profitable growth, quantifies, and reports them to management for evaluation.
• Keeps simplification at the core of the role and constantly looks for ways to reduce non-value-added activities and reduce complexity.
• Any other duties that may reasonably be assigned.

EDUCATION & EXPERIENCE REQUIREMENT

Detail-oriented, self-starter with strong communication and organizational skills. The successful candidate will have a proven ability to multitask and work collaboratively as well as independently in a dynamic and entrepreneurial environment.

• Experience in customer service or a sales support role, or related technical experience.
• Excellent oral and written communication skills.
• Demonstrated accountability skills with customers, consistent follow-through with customer requests, and maintaining time commitments.
• Proficiency with Microsoft Office Products, including Word, Excel, and PowerPoint.
• Experience with CRM, such as C4C, preferred.

SKILLS & ABILITIES

• Must have strong people skills to interact with customers, suppliers, and co-workers in a team-based environment.
• Must have the ability to manage multiple tasks and work independently with minimal direction.
• Must have good communication skills, including written, verbal, and listening.

WORKING CONDITIONS & PHYSICAL DEMANDS

Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.

TRAVEL REQUIRED Minimal#LI-TT1

ABOUT NORDSON POLYMER PROCESSING SYSTEMS

Nordson Polymer Processing Systems designs, develops and manufactures systems to melt, homogenize, filter, meter, and give shape to plastic materials. We craft world-class machines to optimize every part of the polymer processing journey. By joining our team today, you will help us bring innovative ideas to life.

Nordson Polymer Processing Systems is a global team that works to create intelligent solutions that help our customers improve their manufacturing process, produce better products and become even more competitive. Our polymer processing technologies and plastic extrusion equipment are used in applications across a wide range of industries, from food packaging to EV batteries.

We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Polymer Processing Systems.

We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.