Knape & Vogt Manufacturing Company ยท 1 day ago
Customer Service Supervisor
Grand Rapids, MI
Full-time
Onsite
Senior Level
5+ years expKnape & Vogt Manufacturing Company is a global leader specializing in functional hardware and ergonomic solutions. They are seeking a Customer Service Supervisor to lead a team, ensure excellent customer experiences, and drive continuous improvement in service processes.
Building MaterialIndustrialManufacturingWarehousing
Responsibilities
Lead and coach a team of Customer Service & Order Entry Representatives to meet or exceed service-level expectations
Conduct regular 1:1s, provide real-time feedback, maintain accountability, and support team development plans
Monitor daily workload distribution (cases, phones, emails, order entry), ensuring service coverage and adherence to hybrid/on-site expectations
Support interviewing, onboarding, and training of new team members
Serve as first point of escalation for customer issues, partnering with Product Support, Sales, Planning, and Distribution
Ensure timely resolution of customer inquiries related to orders, shipments, pricing updates, claims, and product availability
Drive consistency and quality in communication across the team
Ensure adherence to SOPs and contribute to updates for order entry, case management, credits/returns, and shipment issue workflows
Identify process gaps and collaborate with the Senior Manager to implement improvements that enhance speed, accuracy, and customer satisfaction
Monitor daily/weekly team performance metrics (On-Time Shipment support, case response & closure, call handling, OTD insights, order accuracy)
Review Power BI dashboards and Salesforce reports to identify trends, root causes, and training opportunities
Assist in building KPI visibility tools (whiteboards, dashboards, scorecards) and communicating results to leadership
Qualification
Required
5 years of experience in Customer Service, experience leading a team
High school diploma or GED
Intermediate skills in Microsoft Office Suite, working knowledge of ERP and CRM systems
Strong organizational skills with ability to handle multiple priorities efficiently and effectively; ability to efficiently work in a highly paced environment; detail oriented to provide highest degree of accuracy and completeness possible
Excellent verbal and written communication skills combined with ability to communicate effectively with individuals at all levels, both inside and outside of the organization
Benefits
Benefits including Medical/Dental/Vision plus many more
Competitive Pay
Generous Paid Time Off
Paid Holidays
401K with Company Match
Tuition Reimbursement
Employee Discount Programs
Bonus and Merit opportunities
Company
Knape & Vogt Manufacturing Company
A privately held company headquartered in Grand Rapids, Michigan, USA, Knape & Vogt is a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2006-08-28Acquired
Leadership Team
John Montigny
President & CEO
Company data provided by crunchbase