Customer Service Supervisor

COMPANY OVERVIEWNorthSky was founded in 2024 in The Woodlands, Texas, and is a streamlined, eCommerce-forward, innovative B2B MRO distribution platform. Our mission is to save businesses money on the products they need most, without sacrificing quality. We accomplish this through deep partnerships with manufacturers around the globe, reducing links in the supply chain, and a simple, easy-to-navigate e-commerce platform focused on small and medium-sized businesses. As a rapidly growing startup, we offer exciting growth opportunities that allow you to make a direct and long-term impact on both our business and the broader MRO industry.POSITION OVERVIEWAs a Customer Service Supervisor at NorthSky, you will be at the forefront of our commitment to delivering exceptional service and fostering long-lasting relationships with our clients. In this pivotal role, your primary responsibility will be to ensure that our customers receive unparalleled support and assistance throughout their journey with us. You will play a crucial role in maintaining accurate records of customer interactions and transactions, utilizing our CRM software to track communications and manage relationships. You will be our client's key point of contact, addressing inquiries, resolving issues, and providing guidance on our products and services.In collaboration with various internal teams including sales, inventory management, and fulfillment, you will work to streamline processes and enhance the overall customer experience. This collaborative approach will ensure that customer requests are handled efficiently and effectively, ultimately leading to higher levels of customer satisfaction and retention. As the Supervisor, you will in partnership with the Director of Sales and Service, help lead the team of Customer Service Representatives, coordinate schedules, and be the Subject Matter Expert on processes and systems for the Customer Service function at NorthSky.In addition to the core responsibilities outlined, you may also be asked to take on additional duties and projects as needed. This flexibility will contribute to our collective growth and success, allowing you to engage with various aspects of the business and develop a broader skill set.RESPONSIBILITIES:Client InteractionServe as the primary liaison between the company and customers via phone, email, and chat, ensuring all inquiries are handled promptly and professionally.Product KnowledgeMaintain a thorough understanding of our product offerings to provide accurate information and recommendations tailored to customer needs.Order ManagementProcess orders efficiently, track shipments, and assist with returns and exchanges, ensuring adherence to company policies and procedures.Issue ResolutionHandle customer complaints and escalations with empathy, professionalism, and a focus on resolving issues to maintain customer trust and satisfaction.Feedback CollectionGather customer feedback and insights, relaying relevant information to management and other departments to enhance service delivery and product offerings.Team CollaborationWork closely with sales, inventory management, and fulfillment teams to address customer requests and optimize the supply chain process.DocumentationKeep detailed records of customer interactions and transactions, utilizing CRM software to track communication and enhance relationship management.Supervisory ResponsibilitiesHelp with team leadership, scheduling, team member development, team member coaching, and providing leadership for daily tasks and projectsKEY METRICS:Customer Satisfaction ScoreFirst Contact Resolution AverageAverage Handling timeComplaint Resolution RateAccount Health / FrequencyQUALIFICATIONS / REQUIREMENTS:3 - 5 years of experience in customer service, logistics, or a related fieldHigh school diploma or equivalentStrong interpersonal and communication skills, both verbal and writtenAbility to handle multiple tasks simultaneously while maintaining attention to detailProficient in using computer systems and CRM software; familiarity with order management systems is a plusA proactive and positive attitude with a strong commitment to customer satisfactionExcellent communication and problem-solving skillsAbility to work in a fast-paced environment and handle multiple prioritiesAt NorthSky Supply Inc., we are committed to fostering a diverse, inclusive, and equitable workplace where everyone feels valued and empowered to contribute. We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.If you require reasonable accommodations to participate in the application or interview process, please indicate your needs in the application, and we will be happy to assist.

Created: 2025-02-14