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

Minimum Qualifications

Preferred Qualifications

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.

Total Rewards

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.