Supervisor, Customer Service Team

Lenze; Uxbridge (MA); Hybrid; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

401k with company match

Paid Time Off

Flexible schedules

HSA/FSA options

Holiday pay

Parental leave

Career development

Job summary

Lenze Americas in Uxbridge, MA is seeking a Customer Service Supervisor to lead the daily operations of a team of ~10 specialists. You will drive performance, manage order fulfillment, and ensure service excellence across Sales, Operations, and cross-functional partners.

The role emphasizes coaching, process improvement, and hands-on leadership in a hybrid environment with a focus on customer satisfaction and continuous improvement.

Qualifications

• 3+ years of B2B customer service experience, preferably in a manufacturing, industrial, or technical environment.
• 2+ years of experience leading, coaching, or supervising a customer service team.
• Proven ability to coach, develop, and support employees in a fast-paced, customer-focused environment.
• Strong communication and interpersonal skills with the ability to collaborate effectively across Sales, Operations, Supply Chain, and other departments.
• Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.
• Solid understanding of order management, order fulfillment, logistics, and customer support processes.
• Experience working with ERP and CRM systems, as well as Microsoft Office applications.

Responsibilities

• Lead, mentor, and coach a team of Customer Service Specialists, fostering a culture of collaboration, accountability, and customer focus aligned with Lenze values.
• Oversee day-to-day customer service operations, ensuring timely responses, accurate order processing, and exceptional service delivery.
• Monitor team performance and key service metrics, including response times, order accuracy, productivity, and turnaround times.
• Serve as the first point of escalation for customer concerns and operational issues, driving timely and effective resolution.
• Collaborate with Sales, Inside Sales, Operations, Supply Chain, and other cross-functional teams to support customer and business objectives.
• Coordinate follow-up activities related to customer inquiries, orders, and escalations to ensure a seamless end-to-end customer experience.

Skills

B2B Customer Service

Team Leadership

Communication

Process Improvement

Cross-functional Collaboration

Problem Solving

Time Management

Education

High School Diploma

Associate or Bachelor's Degree Preferred

Tools

ERP Systems

CRM Systems

Microsoft Office

Job description

Description

Title: Supervisor, Customer Service

Location: Uxbridge, MA

Position Type/Schedule: Hybrid (4 days in office, 1 day remote)

Compensation: $73,000 - $85,000

(Compensation is an estimate and depends on skills, knowledge, location, education, and experience)

Position Snapshot: The Customer Service Supervisor leads the daily operations of the Customer Service team, managing a team of approximately 10 direct reports and ensuring the delivery of exceptional customer support. Reporting to the Customer Service Manager, this role is responsible for driving team performance, managing order fulfillment and order management activities, and maintaining compliance with established processes and service standards. The position works closely with Sales, Inside Sales, Operations, and other cross-functional teams to enhance the customer experience, resolve issues efficiently, and support continuous process improvements that drive operational excellence and customer satisfaction.

About you: You're an outgoing, customer-focused professional who thrives on building relationships, solving problems, and delivering exceptional service. You stay organized, follow through on commitments, and adapt effectively when priorities shift. You enjoy creating positive experiences for customers and colleagues alike and are energized by leading, coaching, and motivating others to succeed. You value accountability, consistency, and continuous improvement, and you're always looking for ways to enhance processes, efficiency, and the overall customer experience.

A day in the life:

• Lead, mentor, and coach a team of Customer Service Specialists, fostering a culture of collaboration, accountability, and customer focus aligned with Lenze values.
• Oversee day-to-day customer service operations, ensuring timely responses, accurate order processing, and exceptional service delivery
• Monitor team performance and key service metrics, including response times, order accuracy, productivity, and turnaround times
• Serve as the first point of escalation for customer concerns and operational issues, driving timely and effective resolution
• Ensure adherence to Lenze policies, procedures, and established business processes while promoting consistency and operational excellence
• Maintain and communicate process documentation, updates, and best practices to support team effectiveness
• Identify opportunities to improve processes, enhance efficiency, and elevate the overall customer experience
• Collaborate closely with Sales, Inside Sales, Operations, Supply Chain, and other cross-functional teams to support customer and business objectives
• Coordinate follow-up activities related to customer inquiries, orders, and escalations to ensure a seamless end-to-end customer experience
• Support the resolution of complex customer situations while maintaining a high level of customer satisfaction and professionalism
• Contribute to Lenze's continuous improvement culture by recommending and implementing ideas that improve service levels, team performance, and operational efficiency
• Lead by example with a hands‑on approach, stepping in as needed to support the team and ensure customer needs are met

Requirements

What you bring:

• 3+ years of B2B customer service experience, preferably in a manufacturing, industrial, or technical environment.
• 2+ years of experience leading, coaching, or supervising a customer service team.
• High school diploma or GED required; associate or bachelor’s degree preferred.
• Proven ability to coach, develop, and support employees in a fast-paced, customer-focused environment.
• Strong communication and interpersonal skills with the ability to collaborate effectively across Sales, Operations, Supply Chain, and other departments.
• Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.
• Strong organizational skills with the ability to manage multiple priorities, meet deadlines, and maintain attention to detail.
• Experience monitoring and driving performance through key metrics such as response time, order accuracy, and turnaround time.
• Ability to effectively handle escalations, resolve issues, and follow through to completion.
• Solid understanding of order management, order fulfillment, logistics, and customer support processes.
• Commitment to following and reinforcing established processes, policies, and best practices.
• Experience working with ERP and CRM systems, as well as Microsoft Office applications.
• Strong problem-solving skills with the ability to identify opportunities for continuous improvement and operational efficiency.
• Hands‑on leadership style with a willingness to support the team and lead by example.
• Experience in industrial automation, distribution, manufacturing, or other technical industries is a plus.
• Experience working in a continuous improvement culture focused on operational excellence and customer satisfaction is highly desirable.

Perks of being part of our team:

• Blue Cross Blue Shield Medical Insurance – multiple plan options
• Blue Cross Blue Shield Dental Insurance
• FSA, HSA options
• Vision Insurance
• 401k with company match, fully vested
• Paid Time Off
• 10 company paid holidays
• Company paid disability & AD&D insurance
• 100% paid parental leave after one year of service
• Supplemental insurance plans (Identity theft, cyber protection, additional life, etc.)
• Tuition reimbursement
• Many of our positions offer flexible schedules to meet your needs
• Relaxed business casual environment
• Sit/Stand desks for onsite office positions
• Frequent team building activities
• Career development opportunities

About us:

Lenze is a global manufacturer of electrical and mechanical drives, motion control and automation technology - offering products, drive solutions, complete automation systems, and engineering services and tools from one single source. Our products can be found in many industries, including automotive, packaging, material handling and logistics, robotics, and industrial equipment (pumps/fans).

A global network of distributors and representatives makes Lenze Americas perfectly positioned to meet the motion control needs of customers worldwide. Lenze Americas, the American subsidiary of Lenze SE of Germany, is headquartered in Uxbridge, Massachusetts; corporate global headquarters are in Hamelin, Germany.

Our culture:

We’re powered by people. Our culture is built on collaboration, innovation, and respect—where every voice matters and every idea has the potential to shape the future. We believe in balance, supporting our team with the flexibility and resources they need to thrive both professionally and personally.