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Hoshizaki America · 23 hours ago

Customer Service Supervisor

Lewis Center, OH

Full-time

Onsite

Entry, Mid Level

$65K/yr - $85K/yr

2+ years exp

Hoshizaki America Inc. is a manufacturer of high-quality commercial foodservice equipment. The Customer Service Supervisor leads a team of customer service representatives to ensure exceptional support and a positive customer experience while driving operational efficiency and continuous improvement.

Industrial ManufacturingManufacturingService Industry

Responsibilities

Lead, mentor, and manage a team of Customer Service Representatives, including workload planning, performance management, coaching, and conflict resolution, ensuring a high-performing and customer-focused team

Ensure exceptional customer service delivery by overseeing daily operations, supporting timely issue resolution, handling escalations professionally, and helping the team maintain or exceed annual customer satisfaction targets (NPS)

Oversee accurate and efficient order entry and data integrity, ensuring processes are followed correctly to support operational efficiency while driving continuous improvement and reducing order entry errors to fewer than two per month

Monitor performance metrics such as NPS, order accuracy, and RMA trends, using data to identify improvement opportunities, reinforce best practices, and support accountability within the team

Collaborate cross-functionally with Operations, Warehouse, Accounting, and Leadership to improve communication, streamline processes, address root causes of issues, and enhance the overall customer experience

Qualification

Customer service experienceLeadership experienceMicrosoft Office proficiencyMRP/ERP systemsCustomer satisfaction focusCommunication skillsInterpersonal skillsTime managementOrganizational skillsProblem-solving skills