Customer Service Supervisor

Ask Yourself This… Are you detail oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S. manufacturer that produces essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and oversight of customer orders, lead times, customer questions, inventory and logistics?

Do you like developing external relationships as much as you enjoy working with a small, focused, and experienced team of co‑workers? Does getting answers for customers and your team interest you? Do you like aligning the customers’ needs with internal processes and following through? Do you have experience with an ERP system? If yes, keep reading.

Position type:
Full‑Time, Salaried
Pay range: $70,000.00 - $80,000.00

Location:

North Grafton, MA

We are a manufacturing company local to the Worcester/Westborough area looking for our next Customer Service Supervisor as we grow our business. In this role you will work among a collaborative team with supportive senior managers to deliver the best customer service possible. We are entering an exciting time in our company’s history, and we are looking for a world‑class Customer Service Supervisor to lead a small customer service team.

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Supervise the daily activities of the Customer Service Representatives by coordinating work schedules and customer service activities
• Provide guidance to Customer Service Representatives and communicate customer service performance objectives, best practices, and thought leadership
• Ensure that departmental standards regarding courtesy and productivity are maintained
• Develop and implement strategies for improvements and efficiencies
• Assist the team in maintaining continual communication with customers via phone and email, updating order status, certifications, problem resolution, and general inquiries
• Coordinate with various production sites and sales team members to fill customer orders and maintain effective lines of communication on product availability
• Own key accounts and manage workloads across Customer Service Representatives
• Lead efforts to gather information to record and resolve any customer complaints on a timely basis to improve the customer experience
• Enter, maintain, and report on Key Performance Indicators (KPI)
• Use CRM (Salesforce) to update customer information
• Manage ERP standard operating procedures and workflows
• Architect solutions for more efficient workflows within the ERP in order to enhance customer and employee experience
• Other duties and responsibilities

• Have an associate’s degree or 10+ years of related experience and/or training
• Possess organizational skills, attention to detail skills, and have excellent phone communication
• Have the ability to work in a fast‑paced and dynamic environment
• Positive attitude and determined problem solver
• Passion for problem solving and delivering outstanding customer service
• Strong management skills and prior management experience
• Have prior ERP and CRM experience in a manufacturing environment preferred

• Competitive pay
• Generous medical and dental plans
• Employer-sponsored retirement plan
• Company-paid life insurance
• Immediate paid vacation and generous holiday time
• Family-friendly sick and personal leave policies
• Opportunities for career development

We want to hear from you! Visit  and tell us why you’re the candidate we’re looking for.

Washington Mills is an Equal Opportunity Employer committed to workforce diversity. M/F/D/V. Qualified minorities, women, individuals with disabilities, and veterans are strongly encouraged to apply.

Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.