Customer Service Supervisor
Share
Job Location:
Grand Rapids, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Do you have great customer service experience and looking for a new opportunity If youre passionate about people leadership continuous improvement and creating standout customer experiences this is your opportunity to make an impact at Knape & Vogt. We are looking for a Customer Service Supervisor to join our industry leading team! Enjoy excellent pay and incentives at a company where you will be recognized and rewarded!
Company Overview:
Knape & Vogt Manufacturing Company has been based in Grand Rapids for over 125 years. We are 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.
Whats In It For You
- 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
What Will You Get To Do:
Team Leadership & Performance
- 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
Customer Experience & Escalation Support
- 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
Process Management & Continuous Improvement
- 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
Data Reporting & Metrics
- 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
What Will You Bring:
- Work Experience: 5 years of experience in Customer Service experience leading a team
- Education: High school diploma or GED
- Computer Skills: Intermediate skills in Microsoft Office Suite working knowledge of ERP and CRM systems
- Organization Skills: 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
- Communication Skills: Excellent verbal and written communication skills combined with ability to communicate effectively with individuals at all levels both inside and outside of the organization
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
A powerful legacy in the business of motion Ever since 1898, when John Knape purchased the assets of Grand Rapids (Mich.) Cycle Company and set up shop on Campau Street, the “business of motion” that began as the John Knape Machine Company has met design challenges with mechanical pr ... View more
