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Customer Service Supervisor in Shelby charter Township, MI at North American Pipe & Westech

Date Posted: 7/19/2018

Job Snapshot

Job Description


The Customer Service Supervisor oversees the key activities and business processes of the customer service department.   Provide direction and support to customer service team; evaluating current practices while working to enhance processes and improve the level of service to the customer.    


  • Improve or establish standard departmental policies and procedures, intended to ensure order accuracy to maintain superior customer service rating.
  • Conduct performance reviews and provide ongoing feedback and guidance, to coach for peak performance and/or develop action plans for improvement.
  • Focus on improving communication between Sales, Operations, Planning and Logistics for an improved customer service experience.
  • Hold weekly/ bi-weekly team meetings to keep team updated on various issues.
  • Manage month end close activities, confirming all warehouses are billed, noting accruals as needed. 
  • Maintain and manage communication to all outside accounts.
  • Manage billing process for off-site warehouses.
  • Monitor service level efficiencies in all locations and identify opportunities to improve workflow and efficiency levels.
  • Effectively communicate and coordinate internal workflow among all internal customers.


  • Bachelors in business or related field preferred.
  • 5+ years’ experience in customer service and 2+ years’ supervisory experience preferred. 
  • Overall knowledge of customer service in a manufacturing environment required. 
  • Knowledge and progressive experience in customer service in the building products industry preferred.
  • Ability to translate skills to other employees through training and mentoring.
  • Excellent interpersonal skills and the ability to relate to others with understanding and empathy.
  • Excellent verbal and written communication skills.
  • SAP or JDE experience preferred.


The position requires the oversight of customer service representatives and pricing analyst.


While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee frequently is required to walk.  The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, depth perceptions, and the ability to adjust focus. Travel may be required on a limited basis.


While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles.  The noise level in the work environment is usually moderate.


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