Customer Service Supervisor

Customer Service Supervisor – Houston, TX

Join LGG Industrial as a Customer Service Supervisor. The role oversees daily operations of the customer service representatives at the Houston, TX branch, ensuring exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies, processes, and customer experience standards.

LGG INDUSTRIAL is a solutions-driven national distributor of hoses, gaskets, and conveyor products. We serve customers in various industrial segments to improve their operations and reduce their total cost of ownership. With locations across the United States and Canada, we deliver consistent service and support across North America. We are committed to a safe work environment and zero injuries through a safety-first culture.

• Supervise, coach, and motivate a team of customer service representatives to meet and exceed performance expectations.
• Monitor call queues, phone adherence, and service levels to ensure timely and professional responses to customer inquiries.
• Oversee CRM usage, ensuring accurate and complete documentation of customer interactions, orders, quotes, and issues.
• Collaborate with Sales, Operations, Purchasing, and Pricing teams to ensure effective order management, quote turnaround, and competitive pricing strategies.
• Track, report, and analyze performance metrics (KPIs), identifying opportunities for improvement and implementing corrective actions.
• Support conflict resolution and escalation management with key customers.
• Train and onboard new team members, ensuring compliance with company systems, processes, and service standards.
• Recommend process improvements to enhance efficiency, service delivery, and customer satisfaction.
• Maintain 100% commitment to safety policies and procedures.
• Build and maintain strong relationships with customers, and support teams in effectively managing customer issues.
• Support Customer Service Sales Reps by processing requests for quotes and orders.
• Respond timely to Customer Corrective Action Requests and ensure effective implementation of corrective actions.
• Perform other duties as trained and qualified.

• 3–5 years of customer service experience, preferably in industrial distribution or related B2B environment.
• 1–3 years of supervisory or leadership experience.
• Strong knowledge of CRM systems, ERP systems, and order management processes.
• Proven ability to manage competing priorities in a fast‑paced, high‑volume environment.
• Excellent communication, coaching, and conflict resolution skills.
• Strong Microsoft Office skills, including PowerPoint and Excel.
• Previous experience utilizing an ERP system.
• Reliable transportation is a must.
• Ability to work overtime, nights, and weekends as required.

• Industrial setting experience.

• Ability to work in a stationary position for extended periods of time.
• Frequent operation of a computer, keyboard, mouse, and other standard office equipment.
• Ability to comprehend and follow instructions and safety procedures.
• Ability to read, write and communicate in English.
• Ability to respond to safety signals, alarms, and verbal instructions.
• Ability to work in varying environmental conditions, including exposure to temperature changes, dust, and warehouse noise.
• Ability to wear required personal protective equipment (PPE) when required.

• Competitive compensation plan, with a bonus potential.
• Health benefits:
  
  medical, dental, vision, short‑term and long‑term disability – available 1st of month following the date of hire.
• 401(k) with company match.
• Paid vacation, holidays and sick leave.

It is our policy to employ qualified persons without regard for veteran or disability status. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position.

Associate

Full‑time

Customer Service, Management, and Business Development

Wholesale and Industrial Machinery Manufacturing