DescriptionTitle Customer Service SupervisorLocation Uxbridge MAPosition TypeSchedule Hybrid 4 days in office 1 day remoteCompensation 73000 - 85000Compensation is an estimate and depends on skills knowledge location education and experiencePosition Snapshot The Customer Service Supervisor oversees the day-to-day operations of the Customer Service team leading 9 direct reports ensuring the delivery of exceptional customer support. Reporting to the Customer Service Manager this role is responsible for driving team performance managing order fulfillment and order management activities ensuring compliance with established processes and service standards. This individual partners closely with Sales Inside Sales Operations and other cross-functional teams to deliver a seamless customer experience resolve issues timely and continuously improve processes that support operational efficiency and customer satisfaction.About you Youre an outgoing customer-focused professional who thrives on building relationships solving problems and delivering exceptional service. You stay organized follow through on commitments and adapt effectively when priorities shift. You enjoy creating positive experiences for customers and colleagues alike and are energized by leading coaching and motivating others to succeed. You value accountability consistency and continuous improvement and youre always looking for ways to enhance processes efficiency and the overall customer experience.A day in the lifeLead mentor and coach a team of 9 Customer Service Specialists fostering a culture of collaboration accountability and customer focus aligned with Lenze values.Oversee day-to-day customer service operations ensuring timely responses accurate order processing and exceptional service deliveryMonitor team performance and key service metrics including response times order accuracy productivity and turnaround timesServe as the first point of escalation for customer concerns and operational issues driving timely and effective resolutionEnsure adherence to Lenze policies procedures and established business processes while promoting consistency and operational excellenceMaintain and communicate process documentation updates and best practices to support team effectivenessIdentify opportunities to improve processes enhance efficiency and elevate the overall customer experienceCollaborate closely with Sales Inside Sales Operations Supply Chain and other cross-functional teams to support customer and business objectivesCoordinate follow-up activities related to customer inquiries orders and escalations to ensure a seamless end-to-end customer experienceSupport the resolution of complex customer situations while maintaining a high level of customer satisfaction and professionalismContribute to Lenzes continuous improvement culture by recommending and implementing ideas that improve service levels team performance and operational efficiencyLead by example with a hands-on approach stepping in as needed to support the team and ensure customer needs are metRequirementsWhat you bring3 years of B2B customer service experience preferably in a manufacturing industrial or technical environment.2 years of experience leading coaching or supervising a customer service team.High school diploma or GED required Associates or Bachelors degree preferred.Proven ability to coach develop and support employees in a fast-paced customer-focused environment.Strong communication and interpersonal skills with the ability to collaborate effectively across Sales Operations Supply Chain and other departments.Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.Strong organizational skills with the ability to manage multiple priorities meet deadlines and maintain attention to detail.Experience monitoring and driving performance through key metrics such as response time order accuracy and turnaround time.Ability to effectively handle escalations resolve issues and follow through to completion.Solid understanding of order management order fulfillment logistics and customer support processes.Commitment to following and reinforcing established processes policies and best practices.Experience working with ERP and CRM systems as well as Microsoft Office applications.Strong problem-solving skills with the ability to identify opportunities for continuous improvement and operational efficiency.Hands-on leadership style with a willingness to support the team and lead by example.Experience in industrial automation distribution manufacturing or other technical industries is a plus.Experience working in a continuous improvement culture focused on operational excellence and customer satisfaction is highly desirable.Perks of being part of our teamBlue Cross Blue Shield Medical Insurance - multiple plan optionsBlue Cross Blue Shield Dental InsuranceFSA HSA optionsVision Insurance401k with company match fully vestedPaid Time Off10 company paid holidaysCompany paid disability & AD&D insurance100 paid parental leave after one year of serviceSupplemental insurance plans Identity theft cyber protection additional life etc.Tuition reimbursementMany of our positions offer flexible schedules to meet your needsRelaxed business casual environmentSitStand desks for onsite office positionsFrequent team building activitiesCareer development opportunitiesAbout us Lenze is a global manufacturer of electrical and mechanical drives motion control and automation technology - offering products drive solutions complete automation systems and engineering services and tools from one single source. Our products can be found in many industries including automotive packaging material handling and logistics robotics and industrial equipment pumpsfans.A global network of distributors and representatives makes Lenze Americas perfectly positioned to meet the motion control needs of customers worldwide. Lenze Americas the American subsidiary of Lenze SE of Germany is headquartered in Uxbridge Massachusetts corporate global headquarters are in Hamelin Germany.Our culture Were powered by people. Our culture is built on collaboration innovation and respect-where every voice matters and every idea has the potential to shape the future. We believe in balance supporting our team with the flexibility and resources they need to thrive both professionally and personally.Lenze is an Equal OpportunityAffirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status or disability.