Customer Service Supervisor, Issues Resolution Group (Level I / II)

Customer Service Supervisor

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, safety is who we are and it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers' greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

MSA Safety is seeking a highly motivated and experienced Customer Service Supervisor to join our Issues Resolution Group at our corporate headquarters in Cranberry Township, Pennsylvania. In this role, you'll be instrumental in maintaining customer satisfaction and upholding warranty compliance.

This role is critical in ensuring our customer service representatives (CSRs) deliver exceptional support while maintaining operational efficiency, data integrity, and compliance with warranty policies. The ideal candidate is a strong communicator, coach, and problem-solver who thrives in a fast-paced environment and is passionate about team development and customer satisfaction.

Managing Resources and Team Performance

Implement performance analysis methods to monitor customer concerns and satisfaction; identify trends and collaborate on action plans.

Enforce warranty policy adherence and Customer Quality Notification (CQN) data accuracy.

Audit output of CSRs. Contribute to customer data system management and associated processes.

Ensure adequate resource availability through vacation planning, attendance tracking, phone queue staffing, and resource leveling.

Coaching & Team Development

Conduct regular 1 : 1 meetings to support employee growth and accountability.

Monitor calls and emails; provide coaching and address behavioral concerns.

Foster a positive team culture through motivation, recognition, and support.

Escalation & Issues Management

Handle escalations related to daily tasks, complex customer complaints, disputes, and warranty concerns.

Provide technical guidance using product knowledge and documentation.

Escalate issues appropriately after thorough investigation.

Process Improvement

Lead projects involving new systems or processes; meet deadlines and ensure accountability.

Promote and implement improved work structures and processes.

Present ideas and information to internal and external groups effectively.

Oversee and standardize CQN and Warranty Claims processes to improve consistency and customer satisfaction.

Qualifications

Special Knowledge, Skills, & Abilities

Required :

Excellent written, presentation, and verbal communication skills, with a focus on customer correspondence

Proven ability to coach, develop, and motivate staff

Strong organizational skills and proven ability to manage multiple projects and tasks at once

Excellent computer skills with a specific emphasis on SAP, Microsoft Word and Excel

Preferred :

Knowledge of the MSA Operating System

Familiarity with MSA products and applications

Education & Experience

This position is available at two different career levels based upon individual qualifications, experience, and education :

Level I :

Required : High school diploma or equivalent

Preferred : Bachelors Degree in Business, technical field, or other relevant field

Required : 4 or more years of customer service or related experience

Required : 2 or more years of supervisory / coaching employees

Level II :

Required : Bachelors Degree in Business, technical field, or other relevant field

Preferred : Additional Masters level coursework in business management

Required : 6 or more years of customer service or related experience

Required : 4 or more years of supervisory / coaching employees