Supervisor, Customer Service

McLane Company, Inc.; Orlando (FL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Day 1 benefits (medical, dental, and V

Annual incentive plan

Job summary

McLane Company, Inc. is seeking a Customer Service Supervisor to lead the Regional Center team, hiring, scheduling and training staff to ensure top-tier service. You’ll guide daily operations, monitor quality, and coordinate activities across multiple ship points to meet service goals.

You’ll also manage escalations, collaborate with IT on system issues, and oversee budget alignment while driving continuous process improvements in a fast-paced environment.

Qualifications

• Bachelor’s degree preferred.
• 3 years of customer service experience.
• Flexible schedule.
• Strong leadership, organizational and troubleshooting skills.
• Knowledge of products and promotions.
• Able to assist CSRs and customers with questions and escalated calls.
• Experience in conflict resolution.
• Ability to cover staffing gaps for shift extensions, lunch periods, and occasional weekends.
• Work in a diverse, fast paced environment.

Responsibilities

• Supervise the Customer Service Representatives in the Regional Center by hiring, scheduling and training staff.
• Monitor quality assurance and conduct performance evaluations.
• Coordinate customer service activities for multiple ship points.
• Supervise maintenance tasks including group set-up and service charge maintenance.
• Train customers on various business applications to maximize company value.
• Manage internal and external communications and handle store openings and seasonal changes.
• Establish budget requirements and review P&L to stay within budget.
• Direct department activities to meet customer and division needs.
• Act as liaison with IT for system/phone issues impacting deadlines.
• Provide coaching to CSRs and handle escalated calls.

Skills

Leadership

Organizational skills

Troubleshooting

Teamwork

Communication

Conflict resolution

Flexibility

Customer service experience

Education

Bachelor's degree (preferred)

Job description

Job Description - Supervisor, Customer Service (JR109231)

Supervisor, Customer Service - ( JR109231 )

Take your career further with McLane!

The McLane team is the driving force behind our success. A diverse group of professionals, from Sales and IT to Dispatchers and Mechanics, work together seamlessly to keep our operations running smoothly. Their dedication, expertise, and collaborative spirit are essential to achieving our goals and supporting other teams within the organization. As a member of our team, you'll have the chance to learn from industry leaders, develop your skills, and build lasting connections with colleagues nationwide.

Benefits you can count on:

• This role is also eligible to participate in the annual incentive plan with a target incentive of XX% of your base annual salary.
• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

What you’ll do as a Customer Service Supervisor:

• Supervise the Customer Service Representatives in the Regional Center by hiring, scheduling and training staff, monitoring for quality assurance, conducting performance evaluations and making corrective actions.
• Prioritize and coordinate customer service activities for multiple ship points.
• Supervise maintenance tasks including but not limited to new group set-up, group assignment to CSR; customer specific characteristics; service charge maintenance and review, shelf tags, SHH and test bills, item authorization maintenance.
• Supervise the on-time performance of distributions including seasonal and cigarette promotions.
• Train customers on various business applications to maximize company value to the organization.
• Manage communication both internally and externally. Includes new store openings, seasonal route changes, holiday schedules, managing product recalls, major returns, and any out-of-date communications received.
• Establish budget requirements and review the P&L each period to remain within the established budget.
• Direct department activities to meet the needs of the customer and the division to ensure timely completion.
• Establish and maintain effective communications within department and with other functions that impact our customers.
• Act as primary liaison with IT when system and phone issues occur that may impact deadline compliance.
• Configure call volume center systems to balance load and meet department objectives.
• Assists customers with more complex issues by handing calls escalated by Customer Service Representatives; provides coaching and training to CSRs.
• Other duties may be assigned.

Qualifications you’ll bring as a Customer Service Supervisor:

• Have Bachelor’s degree (preferred).
• Have 3 years of customer service experience.
• Maintain a flexible schedule.
• Have strong Leadership skills.
• Have great organizational and troubleshooting skills.
• Knowledge of products and promotions.
• Ability to assist CSRs and customers with questions and escalated calls.
• Have experience in conflict resolution.
• Ability to cover staffing gaps for shift extensions, lunch periods, and occasional weekends.
• Be able to work in diverse, fast paced environment.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.
  

Fit the following? We want you here!

• Teamwork oriented
• Organized
• Detailed

Our roadmap. Our story.

We’ve been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130+ years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.