Follett Products, LLC · 10 hours ago
Customer Service Supervisor
Easton,PA,US
Full-time
Onsite
Senior Level
5+ years expFollett Products, LLC has been a leader in designing and manufacturing innovative ice storage solutions since 1948. They are seeking a Customer Service Supervisor to oversee daily operations of the Customer Service team, ensuring exceptional service delivery and effective collaboration across departments.
Food and BeverageManufacturing
Responsibilities
Supervise, coach, and develop the (Parts) (Customer Service team), fostering a high-performance, customer-focused culture
Conduct regular one-on-one meetings to review performance, provide feedback, and support professional growth
Approve and manage employee timecards, PTO, and other personnel-related tasks in Paylocity
Lead weekly team meetings to communicate updates, recognize achievements, and reinforce company goals
Monitor and review performance metrics and agent statistics
Identifying trends, discrepancies, and areas for improvement
Ensure accurate and timely handling of customer inquiries, parts orders, and service requests
Collaborate with Sales to enhance customer engagement, streamline communication, and resolve escalations
Partner with the Marketing teams to keep the service team informed of new promotions, product changes, and customer-facing updates
Work closely with internal departments: including Sales, Marketing, Supply Chain and Operations, to ensure alignment and efficiency across customer service processes
Serve as a liaison between the service team and other business units, sharing insights and feedback and insights to drive continuous improvement in overall customer experience
Support and lead the service team through organizational and systems changes, including the transition to CSI
Identify process inefficiencies and implement improvements to optimize team workflow and customer satisfaction
Contribute to the development and ongoing refinement of training materials and standard operating procedures (SOPs)
Qualification
Required
High school diploma or GED required
5+ years of Customer Service experience required
Proven ability to lead team and delegate
Proficient in conflict resolution and decision-making
Excellent verbal and written communication
Ability to adapt and maintain professionalism under pressure
Preferred
Previous supervisory or management experience preferred
Experience with ERP system preferred (Avante, CSI/Syte-Line)
Benefits
Medical, dental, and vision insurance
Paid time off
Paid holidays
Retirement plan with company match
Bonus opportunity
And much more
Company
Follett Products, LLC
Follett Products, LLC specializes in • High performance medical-grade refrigeration products for the healthcare and scientific research communities • Innovative ice-related solutions including ice machines, ice and water dispensers, ice and beverage dispensers, and ice storage and transport equipment for the foodservice and healthcare industries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2016-05-18Acquired
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