Supervisor of Customer Service

Ferrotec; Bedford (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

Ferrotec is seeking a Supervisor of Customer Service in Bedford, NH to lead the day-to-day operations of the customer service team and ensure exceptional service delivery. You will supervise staff, address escalated issues, and partner with sales, operations, and technical support to meet customer needs.

The role requires a bachelor’s degree (or equivalent) and several years in customer service with leadership experience, plus proficiency with ERP/CRM systems and MS Office.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field (or equivalent).
• 3+ years in customer service with at least 1 year in a supervisory role.
• Experience with an enterprise ERP system and CRM tools.

Responsibilities

• Supervise daily activities of the customer service team and ensure high-quality service.
• Monitor performance, provide coaching and development opportunities.
• Address escalated customer issues promptly and professionally.
• Develop and implement customer service policies, procedures, and standards.
• Analyze metrics to identify trends and drive improvements.
• Collaborate with sales, operations, and technical support to meet customer needs.
• Manage team schedules and resource allocation for coverage and efficiency.
• Train new and current staff on processes, systems, and best practices.
• Ensure compliance with company policies and regulatory requirements.
• Prepare reports on performance for senior management.
• Foster a positive, inclusive work environment.

Skills

Customer service leadership

Communication skills

Coaching & development

Data-driven decisions

Team scheduling

Education

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

Tools

CRM software

ERP systems

Microsoft Office

Portal experience

Job description

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

Brief Description

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 opportunities.
• 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.
• Portal experience.

We are proud to be an Equal Opportunity and AffConfirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factor under federal, state, or local law.