Customer Service Supervisor

Customer Service Supervisor – Sales Order AdministrationOnsite | Richardson, TX | Full-TimeWireless CCTV, LLC (WCCTV) is the U.S. subsidiary of Wireless CCTV Ltd., the global market leader in rapid deployment mobile surveillance solutions. Our innovative CCTV systems support critical infrastructure, construction, and public safety projects across North America—delivering secure video via 4G LTE networks. We pride ourselves on customer-focused innovation, operational excellence, and world-class support. As we continue to grow, we're looking for an experienced, hands-on leader to oversee our Sales Order Administration, Customer Onboarding, and Customer Support operations.We are hiring a Customer Service Supervisor – Sales Order Administration to lead a small but high-impact team responsible for managing the customer experience from order placement through deployment and ongoing support. This role is ideal for a proven supervisor with strong operational discipline, a passion for customer success, and experience supporting technology or equipment-based products. You will play a critical role in ensuring accurate order processing, seamless onboarding, and exceptional service delivery while working cross-functionally with Sales, Operations, Service, and Production.Schedule: Monday–Friday, 8:00 AM–5:00 PMLocation: Onsite at WCCTV U.S. Headquarters, Richardson, TXCompensation & BenefitsSalary: $60,000–$63,000 annually (based on experience)Bonus: Up to $4,000 annuallyBenefits include: Medical, dental, vision, FSA, and life/AD&D insurance401(k) with up to 4% company match and immediate vesting10 days paid vacation (increases with tenure)7 paid company holidaysComprehensive training, ongoing development, and opportunity for advancementKey ResponsibilitiesLead and supervise Customer Success Representatives responsible for sales order processing, onboarding, and ongoing customer supportOwn the end-to-end sales order administration process, ensuring accuracy, consistency, and on-time execution within defined SLAsAct as the primary coordination point between customers and internal stakeholders to deliver a smooth, professional experienceProactively identify and resolve order discrepancies, delays, and escalationsEnsure timely, clear communication of order updates and changes to customers and internal teamsEnsure prompt, professional response to all inbound customer calls and emailsMonitor ticket queues, resolution timelines, and SLA complianceCustomer Onboarding & Deployment CoordinationEnsure customers clearly understand onboarding steps, timelines, and next actions following order placementPartner closely with Service, Production, Operations, and Scheduling to confirm site requirements and installation readinessMaintain accurate onboarding records, visibility, and SLA tracking within the ticketing systemServe as escalation point for onboarding issues that may impact deployment timelines or customer satisfactionEnsure follow-up with customers post-installation to confirm success and satisfactionAnalyze onboarding feedback and data to continuously improve workflows, tools, and documentationAnalyze support trends to improve service delivery and reduce recurring issuesAct as the voice of the customer, sharing insights and feedback with internal teams to influence product and service enhancementsPeople Leadership & Performance ManagementTrain, coach, and develop team members to consistently meet service and performance goalsParticipate in hiring, onboarding, training, and performance management of staffEstablish KPIs, monitor results, and conduct regular performance reviewsManage scheduling, PTO approvals, and staffing coverageLead team meetings, 1:1s, and continuous improvement initiativesRequired QualificationsHigh school diploma or equivalent required; Associate degree in Business or Management preferred4–6 years of customer service, call center, or help desk experience supporting technology-related products3+ years of supervisory experience in a customer service, help desk, or support environment3+ years of sales order administration and customer onboarding experienceProven experience working cross-functionally with Sales, Operations, Production, and Service teamsStrong leadership, coaching, and performance management skillsDemonstrated ability to develop, track, and improve customer success metricsAdvanced organizational, time management, and multitasking skillsExcellent written and verbal communication skillsProficiency with Microsoft Office, ticketing systems, knowledge bases, and ERP platformsZoho experience strongly preferredAnalytical mindset with a proactive, solution-oriented approachWCCTV is an Equal Opportunity Employer.