Customer Care Supervisor

Functional Devices, Inc., a company rooted in five core values—Committed to Quality, Collaborative, Adaptable, Innovative, and Principled—seeks a Customer Care Supervisor to join our onsite team in Sharpsville, Indiana.

The Customer Care Supervisor is responsible for day-to-day operations of the customer care team and the overall customer experience. This position supervises the customer care representatives, owns select account responsibilities, and ensures timely, high-quality resolution of customer inquiries across channels. The ideal candidate combines strong leadership and communication skills with hands‑on experience using Salesforce and Syteline to drive efficiency and metrics.

• Supervise, coach, and develop team; conduct regular 1:1s, goal setting and manage performance
• Manage daily workflow: coverage planning, escalations, adherence to metrics
• Build a positive work culture: empathy, accountability, continuous improvement and facilitate training and cross‑training
• Collaborate with HR for hiring, interviewing and training needs
• Monitor KPIs

• Serve as point of contact for defined book of accounts; lead account reviews and action plans
• Oversee complex customer issues, order changes, returns/RM, warranty inquiries, billing/shipping exceptions in coordination with Operations, Sales and Finance
• Ensure accurate order entry and descending updates; proactively communicate delays and changes

• Use Salesforce for case management, templates, dashboards and reporting
• Use Syteline for order lookups, inventory/availability, shipping, invoking and customer master data accuracy
• Identify process gaps; document SOPs, quality standards, and escalation paths, partner with IT/Engineering and Operations on enhancements
• Analyze trends to reduce repeat contacts and improve self‑service and first‑contact resolution

• Uphold company policies and data privacy
• Champion voice of customer insights; collaborate with Marketing/Sales to refine communications and programs
• Other duties as assigned

• Minimum of 5 years’ experience in Customer Service/Outbound sales
• Minimum of 2 years’ experience leading and/or supervising others
• High School Diploma or GED
• Must be authorized to work in the United States without current or future needs for sponsorship

• College degree in business administration or related field
• Prior experience with Salesforce or related CRM, minimum 2 years
• Prior experience with Syteline or related ERP system
• Prior experience in manufacturing/distribution or B2B environments
• Exposure to RMA workflows and pricing/contract administration
• Proficient at MS Office Outlook, Excel, and Word
• Knowledge of electrical and/or industrial products
• Solid math, written and verbal communication skills
• Strong time management skills
• Adaptability and accountability
• Ability to manage multiple priorities and change from one task to another without loss of efficiency or agriculturas
• Possess strong problem solving and decision‑making skills while using good judgment
• Strong attention to detail, and organizational skills
• Ability to lead, coach, and train employees

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• Medical, dental, and vision benefits
• Paid Vacation & 10 Paid Holidays
• Short Term Disability
• Life Insurance
• Paid parental leave
• Employee Assistance Program & More

Functional Devices, Inc. is an EEO employer, and we welcome applicants from all backgrounds. If you are passionate about your work and want to join a company that is dedicated to excellence, we encourage you to apply today.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions unaided or with reasonable accommodations, to be determined based on the individual assessment.