Supervisor, Customer Service

TOPS Products LLC; Florence (SC); On-site; USD 52,000 - 68,000; Full time

Job summary

TOPS Products LLC in Florence, SC is seeking a Customer Service Supervisor to lead the local team and manage key customer accounts. The role oversees daily operations, mentors representatives, and ensures exceptional service.

You will partner with Sales, Production, Logistics, and Cost Estimating to deliver solutions, monitor metrics, and drive continuous improvement across processes.

Qualifications

• High School Diploma or GED required; Bachelor's degree preferred.
• 4-5 years of customer service management or leadership experience.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, organizational, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Continuous Improvement or Lean principles is a plus.

Responsibilities

• Lead, coach, train, and develop the Customer Service team.
• Manage daily customer service operations and support escalated customer issues.
• Oversee key customer accounts and ensure a positive customer experience.
• Respond to customer inquiries regarding orders, pricing, products, and services.
• Coordinate order management activities, including quotes, inventory verification, and customer approvals.
• Partner with Sales, Production, Logistics, and Cost Estimating to deliver solutions and maintain customer satisfaction.
• Monitor customer service metrics and develop reports to improve performance and processes.
• Lead continuous improvement initiatives to increase efficiency and service levels.

Skills

Leadership

Coaching

Team building

Communication

Problem solving

Multi-tasking

Lean/CI

Education

High School Diploma or GED

Bachelor's degree preferred

Job description

Customer Service Supervisor

Location: Florence, SC

Position Summary

We are seeking an experienced Customer Service Manager to lead our Florence Customer Service team and manage key customer accounts. This role is responsible for supervising Customer Service Representatives, ensuring exceptional customer support, driving continuous improvement initiatives, and serving as a liaison between customers and internal departments.

Key Responsibilities

• Lead, coach, train, and develop the Customer Service team.
• Manage daily customer service operations and support escalated customer issues.
• Oversee key customer accounts and ensure a positive customer experience.
• Respond to customer inquiries regarding orders, pricing, products, and services.
• Coordinate order management activities, including quotes, inventory verification, and customer approvals.
• Partner with Sales, Production, Logistics, and Cost Estimating to deliver solutions and maintain customer satisfaction.
• Monitor customer service metrics and develop reports to improve performance and processes.
• Lead continuous improvement initiatives to increase efficiency and service levels.

Qualifications

• High School Diploma or GED required; Bachelor's degree preferred.
• 4-5 years of customer service management or leadership experience.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, organizational, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Continuous Improvement or Lean principles is a plus.

What We're Looking For

• A customer-focused leader who can motivate and develop a team.
• Strong relationship-building skills with customers and internal partners.
• Ability to balance customer needs with company objectives.
• Results-oriented mindset with a focus on continuous improvement.