Customer Service Supervisor

Customer Service Supervisor

LGG INDUSTRIAL is a solutions-driven national distributor of hoses, gaskets, and conveyor products. Our skilled colleagues serve customers in various industrial segments to improve their operations and reduce their total cost of ownership. With locations across the United States and Canada, we aim to deliver consistent service and support across North America. We desire to create an employee-centric place to work, a place where you can develop your skills and grow as a professional. We provide training and advancement opportunities to build a career and life-work integration to keep you at your best. Our philosophy is that the success of our business is directly dependent upon the health and safety of our associates. We focus on maintaining a safe work environment and strive to achieve zero injuries through our safety-first culture.

Role Profile

Position: Customer Service Supervisor

Job Location: Houston, TX

Job Type: Full-Time Status: Non-Exempt

Summary of the Role

The Customer Service Supervisor is responsible for overseeing daily operations of the customer service representatives at their assigned Branch location. This role ensures exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies, processes, and customer experience standards. The supervisor will lead efforts in CRM utilization, call handling, quality assurance, timely response, and pricing accuracy to support sales, operational efficiency, and customer satisfaction.

Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to meet and exceed performance expectations.
• Monitor call queues, phone adherence, and service levels to ensure timely and professional responses to customer inquiries.
• Oversee CRM usage, ensuring accurate and complete documentation of customer interactions, orders, quotes, and issues.
• Collaborate with Sales, Operations, Purchasing, and Pricing teams to ensure effective order management, quote turnaround, and competitive pricing strategies.
• Track, report, and analyze performance metrics (KPIs), identifying opportunities for improvement and implementing corrective actions.
• Support conflict resolution and escalation management with key customers.
• Train and onboard new team members, ensuring compliance with company systems, processes, and service standards.
• Recommend process improvements to enhance efficiency, service delivery, and customer satisfaction.
• Must maintain 100% commitment to safety policies and procedures.
• Build and maintain strong relationships with customers, and support teams in effectively managing customer issues.
• Support Customer Service Sales Reps by processing requests for quotes and orders.
• Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Action.
• Perform other duties as trained and qualified for.

Skills and Abilities

• Effective customer service interpersonal skills with the ability to negotiate and influence for positive outcome.
• Ability to work independently and prioritize responsibilities.
• Must have a sense of "team" response to satisfy sales goals and ensure 100% customer satisfaction and the ability to interact effectively with all types of people.
• Inspirational leader that can motivate and work effectively in a matrix management with sales, manufacturing, customer service, supply chain, and key accounts.
• Inherently possesses a contagious "can-do" attitude that energizes the workgroup and those around them.
• Experience and passion for, motivating people, instilling accountability, and achieving results under tight constraints.
• Requires excellent verbal and written communications skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional and courteous manner.
• Must possess a mechanical aptitude with the ability to read and interpret drawings to understand how to meet customer requirements; learn how our products are manufactured and utilized by our customers.
• Ability to manage teams.

Minimum Qualifications

• 35 years of customer service experience, preferably in industrial distribution or related B2B environment.
• 13 years of supervisory or leadership experience.
• Strong knowledge of CRM systems, ERP systems, and order management processes.
• Proven ability to manage competing priorities in a fast-paced, high-volume environment.
• Excellent communication, coaching, and conflict resolution skills.
• Strong Microsoft Office skills including PowerPoint and Excel.
• Previous experience utilizing an ERP system.
• Reliable transportation is a must.
• Ability to work overtime, as required.
• Ability to work nights and weekends, as required.

Preferred Qualifications

• Industrial setting experience.

Physical Requirements and Work Environment

This position is primarily based in an office environment but may occasionally require visits to the warehouse for order-related follow-ups. The warehouse environment may include fluctuating temperatures (both hot and cold), varying noise levels, exposure to dust, and other typical elements of an active industrial environment. Reasonable accommodations are available to support individuals with disabilities in performing the essential functions of this role.

• Ability to work in a stationary position for extended periods of time.
• Frequent operation of a computer, keyboard, mouse, and other standard office equipment.
• Ability to comprehend and follow instructions and safety procedures.
• Ability to read, write and communicate in English.
• Ability to comprehend documents such as safety rules, operating and maintenance instructions, inventory sheets, and procedure manuals.
• Ability to respond to safety signals, alarms, and verbal instructions.
• Ability to work in varying environmental conditions, including exposure to temperature changes, dust, and warehouse noise.
• Ability to wear required personal protective equipment (PPE), such as gloves, safety glasses, steel-toed footwear, hearing protection, or hard hats when required.

Total Rewards

• Competitive compensation plan, with a bonus potential.
• Health Benefits: medical, dental, vision, short term and long-term disability available 1st of month following the date of hire.
• 401k with company match.
• Paid vacation, holidays and sick time.

Equal Opportunity Employer

It is our policy to employ qualified persons without regard for veteran or disability status. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position.