Customer Service Supervisor

• Provide hands-on guidance, daily direction, and real-time coaching to customer care representatives in a supervisory role.
• Foster a positive, collaborative, solution-oriented environment that encourages continuous growth, learning, and accountability.
• Monitor team performance using KPIs (response times, resolution rates, customer satisfaction).
• Conduct regular one-on-one check-ins and team meetings to address challenges, share insights, and align goals.
• Support healthy team dynamics by resolving internal conflicts constructively and fairly.

• Act as the trusted escalation point for customer concerns and unresolved issues.
• Strengthen customer confidence and foster trust through consistent, transparent updates that clearly outline progress and next steps.
• Approach every escalation with professionalism, empathy, and a commitment to finding the best possible solution.
• Troubleshoot issues thoroughly and promptly, ensuring root causes are identified and counter measures are addressed.
• Communicate clearly and proactively with customers throughout the resolution process.
• Advocate for customer needs across the organization, ensuring their voice informs product and process improvements.
• Be willing to travel when needed to support in-person customer meetings or host customers on-site at PSP.

• Align team objectives with company goals to ensure customer care contributes to overall success.
• Identify process gaps and implement improvements that enhance customer experience.
• Collaborate closely with cross-functional teams (Sales, Production, Operations, etc.) to resolve systemic issues.

• Use data and customer feedback to guide decision-making and drive continuous improvement.

• Proven experience in customer service leadership or supervisory roles.
• Strong communication skills—clear, empathetic, and solution-focused.
• Demonstrated success managing escalations, resolving conflicts, and guiding customers through complex issues.
• Analytical mindset with experience using metrics to drive performance.
• Ability to balance team leadership with customer advocacy.
• Proficiency with customer service platforms, ticketing systems, and reporting tools.
• Familiar with various applications (not limited to the following):

• Dynamic AX
• Microsoft (Outlook, Teams, Excel)
• Zoho Desk
• Ideagen Quality Management
• Concur

• Resolution Efficiency: Reduced time-to-resolution for escalated cases.
• Customer Satisfaction: Improved communication and customer relationships.
• Team Engagement: Higher employee satisfaction, stronger performance, and reduced turnover.
• Process Optimization: Documented improvements to workflows, troubleshooting procedures, and customer communication.
• Cross-Functional Impact: Positive feedback from partner teams on collaboration and issue resolution.

• Calm, confident, and steady under pressure—able to de-escalate challenging situations with ease.
• Empathetic leader who supports their team while maintaining high standards of accountability.
• Natural problem solver who can quickly assess issues, identify root causes, and guide others to solutions.
• Strategic thinker who balances daily operational needs with long-term service improvements.
• Strong relationship builder who earns trust from customers and colleagues.

Safariland