Supervisor of Customer Service

Ferrotec-; Bedford (NH); On-site; USD 55,000 - 75,000; Full time

Job summary

Ferrotec (USA) Corporation in Bedford, NH is seeking a Supervisor of Customer Service to lead the daily operations of the customer service team, ensuring exceptional service and customer satisfaction.

You will monitor performance, resolve escalated issues, collaborate with sales, operations and technical support, and develop policies and training to drive continuous improvement.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field (or equivalent).
• At least 3 years 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.

Responsibilities

• Supervise daily customer service operations to ensure high-quality service.
• Monitor performance, coach, and develop team members.
• Address escalated issues promptly and professionally.
• Develop and implement customer service policies and standards.
• Analyze metrics to identify improvements and implement solutions.
• Collaborate with sales, operations, and tech support to enhance customer experience.
• Manage schedules and resource allocation for coverage.
• Train staff on processes, systems, and best practices.
• Ensure compliance with policies and regulatory requirements.
• Prepare reports on performance for senior management.
• Foster an inclusive, motivated team culture.

Skills

Customer service principles

CRM systems

ERP systems

Analytical skills

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

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.

We are proud to be an Equal Opportunity and Aff…

PREFERRED SKILLS:

• Experience with Oracle.