Customer Service Supervisor

Description: Customer Service Supervisor LT Foods Americas, Inc. Department: Customer Service Reports To: Customer Service Manager Supervisory Responsibility: Customer Service Representatives Employment Type: Full-Time Schedule: Monday–Friday | 7:00 AM – 3:30 PM Annual Salary Range: $75,000–$80,000 Annual Bonus Opportunity About the Role LT Foods Americas, Inc. is seeking an experienced, analytical, and results-driven Customer Service Supervisor to oversee daily customer service operations and lead a team of Customer Service Representatives. In this role, you will be responsible for ensuring accurate order processing, timely resolution of customer inquiries, and exceptional service delivery. The ideal candidate will possess strong leadership and analytical capabilities, with the ability to interpret operational data, monitor key performance indicators (KPIs), identify trends, and implement process improvements that enhance efficiency and customer satisfaction. This position will initially focus on supporting our Walmart account, with responsibilities evolving as business needs grow. The Customer Service Supervisor reports directly to the Customer Service Manager. What We Offer Competitive annual salary ranging from $75,000 to $80,000 5% annual performance bonus opportunity Monday–Friday schedule 401(k) plan with company match Annual performance reviews Comprehensive benefits package, including medical, dental, vision, life insurance, and Flexible Spending Account (FSA), available after 30 days Paid time off beginning after 30 days Employee discount on company products Key Responsibilities Team Leadership & Supervision Supervise daily customer service operations and provide leadership, guidance, and support to Customer Service Representatives. Monitor employee performance, provide ongoing coaching and feedback, and promote accountability for departmental expectations. Oversee daily workflow, assign responsibilities, and ensure adequate coverage to meet operational demands. Support employee training and development to strengthen team performance and service quality. Partner with the Customer Service Manager to establish priorities, address performance concerns, and achieve departmental goals. Customer Service & Order Management Oversee customer inquiries and escalations, ensuring professional and timely resolution within 24 hours. Ensure customer purchase orders are accurately entered into SAP within 24 hours of receipt. Monitor order processing activities to maintain accuracy, efficiency, and timely fulfillment. Oversee customer billing, order management, returns, and issue resolution. Ensure customer returns are processed within 48 hours to support timely credit issuance. Coordinate with internal departments to ensure timely setup of new customer accounts. Collaborate with internal teams and Walmart and Sam's Club partners to address customer needs and operational concerns. Monitor order fulfillment and coordinate with internal departments to support on-time or early customer deliveries. Data Analytics, Reporting & Performance Management Analyze customer service metrics, order fulfillment data, inventory trends, and on-time and in-full (OTIF) performance to identify operational gaps and recommend improvements. Develop, maintain, and present analytical reports and KPI dashboards to support data-driven decision-making and departmental objectives. Monitor customer service performance indicators, including order accuracy, response times, order fulfillment, and customer satisfaction. Gather, interpret, and evaluate operational data to identify recurring issues, trends, and opportunities for process improvement. Utilize SAP, Microsoft Excel, and other reporting tools to analyze data, track performance, and support business decisions. Provide regular performance updates, analytical findings, and recommendations to the Customer Service Manager. Collaborate with Sales, Supply Chain, Logistics, and other internal…

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