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Xecutive Recruitment Inc. · 20 hours ago

Industrial Customer Service Supervisor

New Haven, CT

Full-time

Onsite

Mid, Senior Level

$85K/yr - $95K/yr

Xecutive Recruitment Inc. is seeking an Industrial Customer Service Supervisor to lead a frontline customer support team. This role involves managing customer interactions, ensuring service quality, and collaborating with internal departments to meet revenue and customer retention goals.

Staffing & Recruiting

Hiring Manager

Lucas F. Lumm, CRP

Responsibilities

Lead daily workflow and activity management for a team of customer-facing representatives

Coach, develop, and hold team members accountable to service expectations, quality standards, and response-time goals

Oversee incoming communication channels, ensuring prompt and professional handling of customer inquiries and requests

Maintain accurate records of customer interactions, transactions, and follow-ups within internal systems

Coordinate with cross-functional partners to ensure smooth execution of orders, timely quotations, and issue resolution

Review performance data and service metrics to identify trends, gaps, and improvement opportunities

Address escalated customer concerns and support resolution efforts to maintain strong client relationships

Facilitate onboarding and ongoing training for new and existing team members

Identify and implement process enhancements that improve efficiency and customer experience

Ensure adherence to all workplace safety standards and operational policies

Support sales-related administrative activities, including order entry and quote support

Manage corrective actions related to customer feedback or service discrepancies

Perform additional responsibilities as assigned

Qualification

Customer service managementOperational oversightTeam leadershipCustomer management systemsBusiness software proficiencyEffective communicationProblem-solvingCollaborationAdaptability