Customer Service Supervisor

Job Description:

Gaylord Ventilation is seeking a Customer Service Leader to add to their service team. Gaylord has been around for more than 75 years revolutionizing kitchen ventilation with systems known for durability dependability and meticulous attention to detail.

Position Summary:

The Customer Service Supervisor leads and develops the customer service function overseeing all aspects of parts order processing while ensuring responsive high-quality service to customers and internal Gaylord staff including Engineering Manufacturing Sales Purchasing and Finance. This role combines hands-on order processing and customer service duties with supervisory responsibility for the customer service team including staff development workflow oversight and performance management.

Essential Functions:

Supervisory Responsibilities

Supervise train and mentor customer service staff providing guidance on order processing customer interactions and problem resolution

Assign and prioritize daily workload among team members to meet deadlines and service level expectations

Monitor team performance conduct performance reviews and identify opportunities for coaching and development

Serve as the point of escalation for complex customer issues complaints and order discrepancies

Develop document and continuously improve customer service processes and procedures

On-site face to face presence with team and other departments 100% of the time

Coordinate staff scheduling to ensure adequate phone and order-processing coverage

Partner with the Director of Operations on hiring onboarding and staffing needs for the department.

Skills/Abilities:

Excellent communication skills verbal listening and written

Strong leadership and team management skills

Excellent interpersonal skills

Strong PC skills (MS Word Excel and Outlook)

Proven track record of internal/external customer service

Ability to multi-task and prioritize multiple daily deadlines both personally and for a team

Highly organized with strong attention to detail

Sense of urgency

Strong problem-solving and analytical skills

Ability to perform effectively in high-pressure situations

Team player with the ability to motivate and develop others

Minimum Qualifications:

Education: Bachelors Degree in Business or related field

Experience: Minimum five to eight (5-8) years of experience in office administration with prior experience leading or supervising others preferred

Preferred Qualifications:

Bachelors degree in Business

Prior supervisory or team lead experience in a customer service environment

Knowledge or experience with ERP systems

Shipping and packaging experience preferred but not required

Experience in technical support

Experience in a manufacturing environment

Physical Requirements/Working Conditions

Office environment

100% on-site role

Ability to frequently lift up to 25 pounds (packaging parts)

No travel required

Compensation Information:

Exempt Salaried Role: $80000 - $90000

ITW is an equal opportunity employer. We value our colleagues unique perspectives experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer ITW is committed to equal employment opportunity and fair treatment for employees beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race color sex gender identity sexual orientation religion national origin age disability protected Veteran status or any other characteristic protected by applicable federal state or local laws.