The Customer Service Supervisor is responsible for leading and supporting the customer service team by providing daily guidance, coaching, and training in all aspects of order and account management. This role ensures that team members adhere to established policies and procedures while also identifying and implementing process improvements to enhance service quality and operational efficiency.

Key responsibilities include overseeing day-to-day activities related to order and account management, including but not limited to order creation, shipping, invoicing, tracking, customer account setup, and maintenance of internal files, processes, and procedures. The Supervisor will also be responsible for handling and escalating customer issues, monitoring team performance, and reporting key performance indicators (KPIs) to management.

This position works closely with the team to foster a consistent and collaborative approach to customer satisfaction and continuous improvement. The role reports to the Senior Manager of Business Solutions.

The Supervisor will also support special projects and perform other duties as assigned at management’s discretion. Maintaining the confidentiality of proprietary product and company information is a critical responsibility of this role.

• Lead, coach, and support the customer service team in daily operations related to order and account management.
• Oversee the complete order management process including order creation, shipping, invoicing, and tracking.
• Ensure accurate setup, maintenance, and updates of customer accounts and internal files.
• Monitor team performance and service levels; track and report KPIs to senior management.
• Handle and escalate complex or unresolved customer issues in a timely and professional manner.
• Ensure team adherence to established policies, procedures, and service standards.
• Identify opportunities for process improvement and lead implementation initiatives.
• Collaborate with cross-functional teams (e.g., Sales, Operations, Finance) to resolve customer concerns and improve service delivery.

Education:

• High school diploma or equivalent
• 7 to 10 years of experience in a manufacturing, technical, and/or customer service role, with at least 3 years in a supervisory and or team lead capacity.

Experience:

• 5+ years of experience supervising and or managing a team

Knowledge:

• Advanced Proficiency in Adobe, Microsoft Office Suite (Excel, Word, Outlook, Power Point) SAP experience and or ERP or CRM systems (e.g., Oracle, Salesforce) is a plus. Understanding of import-export regulations both domestic and international transportation.

Skills:

• Proven ability to lead, coach, and motivate a team in a fast-paced environment.
• Ability to prioritize and multitask.
• Ability to manage multiple projects and meet deadlines.
• Attention to detail with high degree of accuracy
• Excellent problem-solving, decision-making, and conflict-resolution skills

• The salary range for this position is $73,050 - $91,312. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
• Competitive Benefits 
• Benefits begin on DAY 1! 
• Employee Assistance Programs
• Curated Self-Paced Learning & Development Programs for all Employees

Mitsubishi Chemical Group (MCGC) and any of our subsidiaries do not accept unsolicited resumes from individual recruiters or third-party agencies. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. No placement fees will be paid to any firm unless specifically invited on the search by the MCGC Talent Acquisition team and such candidate was submitted to the MCGC Talent Acquisition Team via our Applicant Tracking System.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. 

 
Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or other applicable laws. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition.