Customer Service Supervisor – Natural Stone & Tile Distribution

Company Overview Marble Systems is a recognized leader in the natural stone and tile industry, offering an extensive and diverse selection of premium materials. With a focus on craftsmanship, quality, and innovation, we provide design solutions that transform residential and commercial spaces. Our commitment to exceptional customer experiences drives us to foster a collaborative and dynamic work environment where talent and creativity thrive. Job Summary An established natural stone and tile distribution company in Anaheim, California, is seeking an experienced, highly organized, and customer-focused Customer Service Supervisor to oversee daily customer service operations and support our growing wholesale distribution business. The ideal candidate is a proactive, hands-on leader with strong communication skills, experience in logistics and order fulfillment, and the ability to coordinate effectively between customer service, sales, warehouse operations, and management. Experience in the natural stone, tile, slab, or building materials industry is highly preferred. This position requires someone who can manage multiple priorities, solve problems efficiently, and ensure customers receive accurate information, timely deliveries, and exceptional service. Key Responsibilities Customer Service & Team Leadership Supervise and support the daily activities of the customer service team. Train, coach, and guide team members to maintain high standards of customer service, accuracy, and professionalism. Monitor daily workflow, assign priorities, and ensure timely responses to customer inquiries. Handle escalated customer concerns, order discrepancies, claims, and delivery-related issues. Build and maintain professional relationships with dealers, contractors, designers, and other trade customers. Establish clear communication and follow-up procedures to improve customer satisfaction. Order Management & Sales Support Oversee accurate and timely processing of customer orders, quotations, and order modifications. Verify product availability, pricing, order details, and delivery requirements. Coordinate with inside and outside sales representatives regarding customer needs and project deadlines. Monitor backorders, special orders, and pending shipments to ensure proactive customer updates. Assist with returns, credits, damaged material claims, and order adjustments in accordance with company policies. Ensure accurate documentation and recordkeeping within the company's ERP system. Logistics & Warehouse Coordination Coordinate daily shipping, freight arrangements, local deliveries, and customer pickups. Work closely with warehouse personnel to ensure orders are accurately prepared, inspected, and shipped on schedule. Communicate with freight carriers and logistics providers to arrange and track shipments. Coordinate inventory transfers between company locations. Monitor shipment delays, shortages, and delivery exceptions, taking proactive steps to resolve issues. Ensure proper communication of special handling requirements for natural stone tiles, slabs, and fragile materials. Maintain accurate shipping information and provide timely delivery updates to customers and sales teams. Operations & Process Improvement Identify opportunities to improve order processing, customer communication, and operational efficiency. Monitor team performance, order accuracy, response times, and unresolved customer issues. Collaborate with management to implement procedures and improve workflow. Promote accountability, teamwork, and a solutions-oriented work environment. Provide regular updates to management regarding customer service activities and operational challenges. Required Qualifications Previous experience in customer service, order management, or distribution operations. Practical experience coordinating shipping, freight, deliveries, or logistics is required. Strong leadership skills with the ability to supervise, train, and motivate a team. Excellent v…

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