Account Services Supervisor

Position Summary The Account Services Supervisor leads the customer service function while actively participating in daily departmental activities to ensure exceptional customer service, accurate order processing, efficient delivery coordination, and timely resolution of customer concerns. This hands-on leadership position combines team supervision, customer relationship management, order administration, logistics scheduling, problem-solving, and process improvement. The Account Services Supervisor serves as the primary point of contact for customer service matters, ensuring customer inquiries are addressed professionally, orders are processed accurately, and deliveries are coordinated to meet customer commitments. This position works closely with Production, Warehouse, Logistics Providers, Accounting, and other internal departments to facilitate communication, coordinate order fulfillment, and resolve issues that may affect customer satisfaction. The supervisor serves as the first point of escalation for customer concerns, order discrepancies, and delivery-related issues within the department. Matters requiring additional authority or management direction are escalated to the Procurement Manager. This position also supports employee development, establishes customer service standards, monitors departmental workloads, and identifies opportunities to improve service quality, communication, and customer satisfaction. Essential Functions, Duties, and Responsibilities Department Leadership and Supervision · Supervise, train, mentor, and support Account Services team members to promote consistent service quality and professional customer interactions. · Lead by example by actively participating in daily customer service activities, order entry, customer communications, logistics scheduling, and issue resolution. · Assign, coordinate, and monitor departmental workloads to ensure tasks are completed accurately, efficiently, and within established deadlines. · Establish, communicate, and maintain customer service standards, procedures, and performance expectations. · Provide employee coaching, identify training needs, and assist with performance evaluations. · Promote accountability, teamwork, professionalism, and a customer-focused work environment. · Monitor departmental performance and address customer service or workflow concerns as they arise. · Support the development and implementation of customer service procedures that promote consistency, accuracy, and efficiency. Customer Service and Order Management · Lead daily customer service activities to ensure customer inquiries and requests are addressed promptly and professionally. · Enter and process customer orders accurately and in accordance with established procedures. · Respond to customer inquiries regarding order status, product availability, deliveries, invoicing, and account information. · Monitor open orders and coordinate follow-up activities to support timely processing and fulfillment. · Maintain accurate customer records, order information, and related documentation within company systems. · Ensure customer communications are clear, professional, courteous, and consistent with company standards. · Manage customer service matters from initial order entry through delivery and resolution of related concerns. · Coordinate with internal departments to address order processing issues, clarify customer requirements, and support fulfillment commitments. · Assist team members with complex orders, customer requests, and other day-to-day service needs. Operations and Workflow Coordination · Coordinate with Production, Warehouse, Accounting, and other internal departments to facilitate accurate order fulfillment and timely customer deliveries. · Communicate customer requirements, order priorities, requested delivery dates, and scheduling needs to t…

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