Supervisor, Customer Service

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada MS since 1992. Our innovative culture is fully supported by a research and development laboratory which includes areas for testing assembling and designing future products.

Lennox (NYSE: LII) Driven by 130 years of legacy HVAC and refrigeration success Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox we win as a team aiming for excellence and delivering innovative sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team members contributions and offers a supportive environment for career development. Come stay and grow with us.

Position Summary

The Customer Service Supervisor is responsible for leading and developing a team of Customer Support Representatives while ensuring exceptional customer service order management accuracy and operational excellence. This role oversees daily customer support activities monitors team performance drives continuous improvement initiatives and serves as a key liaison between Customer Support Sales Supply Chain Logistics Production and other internal stakeholders.

Key Responsibilities

Leadership & Team Management

• Supervise coach and develop Customer Support Representatives to ensure high levels of performance and engagement.
• Conduct regular performance reviews coaching sessions and development planning.
• Manage daily workload distribution and staffing to ensure service levels are maintained.
• Monitor attendance productivity and adherence to departmental schedules.
• Lead onboarding and training efforts for new team members.
• Foster a culture of accountability collaboration and continuous improvement.

Customer Support & Escalation Management

• Serve as the primary escalation point for complex customer inquiries and complaints.
• Ensure timely and professional resolution of customer issues.
• Monitor customer interactions to maintain service quality standards.
• Partner with Sales Supply Chain Logistics and Operations to resolve customer concerns.
• Drive CX experience initiatives and identify opportunities to improve the customer experience.

Order Management & Operational Oversight

• Oversee order processing activities to ensure accuracy in material numbers pricing quantities and customer requirements.
• Monitor open orders and OTIF performance partnering with Operations to mitigate risks.
• Review and approve exception requests pricing discrepancies and special customer accommodations.
• Ensure compliance with company policies procedures and service standards.
• Identify trends impacting order flow and implement corrective actions.

Returns Credits & Issue Resolution

• Oversee credit return and deduction management processes.
• Ensure customer claims are resolved accurately and within established service levels.
• Collaborate with Accounting Supply Chain and Carriers teams to reduce deductions and recurring customer issues.
• Track recurring issues and implement preventive measures.

Performance Metrics & Reporting

• Monitor departmental KPIs including:

• • First Contact Resolution (FCR)
  • OTIF Performance
  • Order Accuracy
  • Average Response Time
  • Abandon Rate
  • Productivity Metrics

• Analyze trends and prepare reports for leadership review.
• Develop action plans to improve performance and achieve departmental goals.

Process Improvement & Cross-Functional Collaboration

• Lead continuous improvement initiatives focused on efficiency quality and customer experience.
• Identify process gaps and implement solutions that reduce manual effort and improve accuracy.
• Collaborate with Planning Logistics Transportation Supply Chain Manufacturing Accounting IT and Sales teams.
• Support implementation of new systems technologies and business processes.
• Contribute to strategic initiatives supporting customer service transformation and operational excellence.

Leadership Responsibilities

• Promote company values and leadership expectations.
• Assist management with workforce planning and succession planning.
• Lead team meetings and communicate organizational updates.
• Support departmental budgeting and resource planning activities.
• Perform additional duties and special projects as assigned.
• Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.

Required Qualifications

• Associates or Bachelors degree in Business Supply Chain Operations or related field preferred.
• 5 years of customer service order management supply chain or related experience.
• 2 years of leadership supervisory or team lead experience.
• Strong understanding of order management and customer support processes.
• Experience with ERP and CRM systems (SAP Salesforce Oracle etc.).
• Excellent verbal and written communication skills.

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Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $ annually. Factors that may affect starting salary include geography/market and the skills education experience and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Companys applicable plan. Employees in this role are not eligible for overtime.

Benefits:Subject to applicable eligibility requirements the following benefits are offered for this role: tuition reimbursement; medical dental and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire and subject to applicable eligibility requirements new employees in this role also receive up to: 12 days paid time off 2 paid well-being days 1 paid volunteer day 12 paid holidays and 3 floating holidays per year.

Our Culture: At Lennox our Core Values of Integrity Respect & Excellence are ingrained in the fabric of the organization. They define our culture which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team members contributions. As an equal opportunity employer we are committed to recruit develop and retain talented individuals from a wide range of backgrounds ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox youll take pride in our brands knowing you are part of something special. Come stay and grow with us!

Disclaimers:The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time with or without notice subject to applicable law.