Customer Service Supervisor

Inside Sales SupervisorThe Inside Sales Supervisor oversees the daily operations of the Inside Sales team to ensure consistent delivery of exceptional service to internal and external customers. This position supports the Inside Sales Manager in executing strategic initiatives, monitoring performance, and ensuring compliance with processes and standards. The Supervisor provides day-to-day direction, coaching, and development for team members while maintaining a focus on operational excellence, accuracy, and continuous improvement. Key Duties and Responsibilities Supervise daily operations oversee workload distribution, ensure order processing accuracy, and maintain adherence to established service levels Coach, train, and develop team members conduct one-on-one meetings, side-by-sides, and performance check-ins to support employee growth and effectiveness Monitor and report on team metrics track performance, quality, and productivity; identify trends and partner with the Inside Sales Manager to drive improvements Manage escalated customer and system issues serve as a point of contact for complex situations requiring coordination across departments Support process documentation and training materials ensure all SOPs, guides, and tools are accurate and aligned with current practices Participate in cross-functional and continuous improvement projects provide input on system enhancements and efficiency opportunities Knowledge, Skills & Abilities Strong leadership and interpersonal skills with the ability to coach and motivate others. Advanced understanding of ERP systems (JDE) and associated platforms (EDI, Salesforce, Shopify, CommerceHub, Zendesk, Customer Portals). Proven ability to analyze performance data and implement corrective actions. Excellent communication and organizational skills. Ability to balance team management with hands-on problem resolution. Demonstrates professionalism, accountability, and commitment to customer excellence. Educations/Training Required High school diploma or equivalent required; Bachelor's degree preferred. 5 years of inside sales or order management experience, including supervisory or leadership experience. Proficiency with Microsoft Office, JDE, Salesforce and Zendesk tools. Position Discretion, Authority, and Independent Judgment Provides daily supervision of Inside Sales Representatives and Leads. Exercises independent judgment in prioritizing work, resolving issues, and coaching staff. Recommends hiring, training, and disciplinary actions to the Inside Sales Manager. Participates in team goal setting, performance management, and process evaluations. Responsible for ensuring adherence to department KPIs and company policies. Core Competencies Integrity & Trust Acts with consistency and transparency in all leadership interactions. Customer Focus Ensures customer satisfaction through operational effectiveness. Team Leadership Develops, mentors, and empowers team members to reach their potential. Continuous Improvement Encourages innovation and implements enhancements to processes and systems. Accountability Holds self and team responsible for delivering results. Communication Communicates expectations clearly and promotes open dialogue across the team.