Supervisor of Customer Service

Ferrotec (USA) Corporation; Bedford (NH); On-site; USD 70,000 - 90,000; Full time

Job summary

Ferrotec (USA) Corporation is seeking a Supervisor of Customer Service to lead the day-to-day operations of the customer service team. This role focuses on delivering exceptional service, overseeing staff performance, addressing escalated issues, and partnering with Sales, Operations, and Technical Support to meet customer needs.

You will drive process improvements, implement policies, and ensure quality and compliance while mentoring staff and delivering regular performance reports to senior

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
• Experience with an enterprise ERP system.
• Strong understanding of customer service principles, practices, and tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle escalated issues calmly and professionally, with a focus on resolution.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Proven ability to analyze data, identify trends, and implement process improvements.
• Effective organizational and time-management skills, with the ability to prioritize and manage multiple tasks.
• Commitment to delivering an exceptional customer experience and driving continuous improvement.

Responsibilities

• Supervise the daily activities of the customer service team, ensuring consistent and high-quality service delivery.
• Monitor and evaluate team performance, providing regular feedback, coaching, and development.
• Address and resolve escalated customer issues in a timely and professional manner.
• Develop and implement customer service policies, procedures, and performance standards.
• Analyze customer service metrics and trends to identify areas for improvement and recommend actionable solutions.
• Collaborate with other departments, such as sales, operations, and technical support, to address customer needs and improve the overall customer experience.
• Manage team schedules and resource allocation to maintain adequate coverage and efficiency.
• Train new and existing team members on processes, systems, and customer service best practices.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Prepare and deliver reports on customer service performance to senior management.
• Foster a positive and inclusive work environment that motivates and engages team members.

Skills

Communication

Problem-solving

Organizational skills

Time management

Data analysis

Education

Bachelor’s degree in Business Administration, Communications, or a related field

Tools

ERP system

CRM systems

Microsoft Office Suite

Oracle

Job description

• Location 33 Constitution Dr,Bedford, NH, 03110-6000,United States
• Job Category CA
• Employee Type Full Time

WHO WE ARE

Together we are a world-class diversified manufacturer with a commitment from our team to proudly provide pure

precision solutions to our customers, delivering superior quality, value, and service.

Ferrotec (USA) Corporation is a technology company with a worldwide presence in a broad array of end products,

manufacturing systems, and industries serving primarily the semi-conductor industry. We provide our customers

with advanced material, component, system, and manufacturing solutions. Please visit www.ferrotec.com for a list

of office locations.

HOW YOU MAKE AN IMPACT

The Supervisor of Customer Service is responsible for leading the day-to-day operations of the customer service

team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing staff

performance, addressing escalated customer issues, and implementing strategies to improve efficiency and

effectiveness. The Supervisor of Customer Service works closely with other departments to address customer

needs, identify process improvements, and support the organization’s overall goals.

Achievement of objectives must include an overriding commitment to quality that must permeate the areas of

responsibility. Enable and Drive Change in the Organization.

WHAT SUCCESS LOOKS LIKE

• Supervise the daily activities of the customer service team, ensuring consistent and high-quality service delivery.
• Monitor and evaluate team performance, providing regular feedback, coaching, and development
• Address and resolve escalated customer issues in a timely and professional manner.
• Develop and implement customer service policies, procedures, and performance standards.
• Analyze customer service metrics and trends to identify areas for improvement and recommend actionable
• solutions.
• Collaborate with other departments, such as sales, operations, and technical support, to address customer
• needs and improve the overall customer experience.
• Manage team schedules and resource allocation to maintain adequate coverage and efficiency.
• Train new and existing team members on processes, systems, and customer service best practices.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Prepare and deliver reports on customer service performance to senior management.
• Foster a positive and inclusive work environment that motivates and engages team members.

Not a comprehensive list of duties. Duties may change without notice at management’s sole discretion.

WHAT YOU NEED TO BE SUCCESSFUL

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• Minimum 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
• Experience with an enterprise ERP system.
• Strong understanding of customer service principles, practices, and tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle escalated issues calmly and professionally, with a focus on resolution.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Proven ability to analyze data, identify trends, and implement process improvements.
• Effective organizational and time-management skills, with the ability to prioritize and manage multiple
• tasks.
• Commitment to delivering an exceptional customer experience and driving continuous improvement.

PREFERRED SKILLS

• Experience with Oracle.

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