Overview The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring excellent service delivery, and driving process improvements to enhance customer satisfaction and operational efficiency. This role acts as a key advocate for quality improvement and plays a critical role in achieving departmental goals while ensuring compliance with company policies and audit requirements.
Responsibilities - Oversee and support all customer service operations through leadership and guidance, promoting a collaborative and inclusive environment that values diverse perspectives and fosters teamwork.
- Lead and manage a group of supply chain collaborators to improve end-to-end SCM (Supply Chain Management) processes directly with AFNA customers.
- Drive initiatives to reduce overall customer shortages through analysis, metrics, and business process improvements.
- Acts as a critical advocate for quality improvement in collaboration with key stakeholders.
- Monitor and execute departmental KPIs such as case fill rate, order accuracy, and customer satisfaction; conduct regular audits and implement corrective actions.
- Assist in month-end/quarter-end/year-end closing tasks and activities.
- Communicate effectively across all levels of the organization, both verbally and in writing.
- Organize and conduct training sessions for new and existing team members, ensuring their skills and knowledge remain up to date.
- Participate in- recommended training, including courses, webinars and cross training opportunities.
- Coordinate with other departments to resolve customer service issues quickly and efficiently.
- Oversee account management transitions and ensure continuity during staffing changes, including FMLA coverage and onboarding of new team members.
- Develop and implement process improvements to increase efficiency in Customer Service operations, with measurable outcomes.
- Coordinate with cross-functional teams (Sales, Operations, IT, etc.) to resolve customer issues and improve service delivery.
- Drive supply chain collaboration to enhance end-to-end processes and reduce customer shortages through data analysis and process improvements.
- Foster a culture of continuous improvement by coaching team members and supporting their professional growth.
- Interact with and assist customers and Customer Service team by answering questions, resolving challenges and providing requested information.
- Act as back-up to the Customer Service Management team, as needed.
- Ensure performance reviews for all team members are conducted in alignment with each cycle. Set developmental goals and evaluate progress as part of the performance management process.
- Perform additional duties as assigned by SCM Leadership based on business needs.
Qualifications - H.S diploma, experience in Supply Chain, or related field, or equivalent experience (4+ years in customer service, preferably in food manufacturing or warehouse environments).
- Proven leadership experience managing and developing large teams (10+), with a focus on coaching, mentoring, and performance management.
- Strong understanding of customer service principles, including escalation handling, issue resolution, and maintaining high customer satisfaction.
- Proficiency in order processing systems such as JD Edwards, SAP, Oracle, NetSuite, and familiarity with EDI and manual order entry processes.
- Solid knowledge of inventory, shipping, and logistics coordination.
- Experience with Lean, Six Sigma, or other continuous improvement methodologies; skilled in workflow analysis and change management.
- Strong organizational, analytical, and problem-solving skills, with the ability to prioritize tasks and adapt to changing demands.
- Excellent oral and written communication skills, with strong interpersonal abilities and cross-functional collaboration experience.
- Proficiency in Microsoft Office (Advanced- Excel), CRM platforms, Power BI, and Oracle-based TMS systems.
- Demonstrated ability to foster a positive, inclusive, and high-performing team culture, including managing multi-generational staff.
- Certifications in Customer Service Management, Lean Six Sigma, ERP systems, or Leadership Development are a plus.
- Experience with CRM tools such as Salesforce or similar platforms is a plus.
- 4+ years of experience working with ERP systems daily (JD Edwards experience preferred)
- Passion for continuous improvement with measurable results.
- Ability to maintain professional courtesy when communicating with AFNA internal or external customers and suppliers.
- Ability to handle confidential customer, legal and company information.
- Range of Pay $85,000 - $95,000, annually. Plus, annual bonus.
