Customer Service Supervisor

Job Description:

Gaylord Ventilation is seeking a Customer Service Leader to add to their service team. Gaylord has been around for more than 75 years, revolutionizing kitchen ventilation with systems known for durability, dependability and meticulous attention to detail.

Position Summary:

The Customer Service Supervisor leads and develops the customer service function, overseeing all aspects of parts order processing while ensuring responsive, high-quality service to customers and internal Gaylord staff, including Engineering, Manufacturing, Sales, Purchasing, and Finance. This role combines hands-on order processing and customer service duties with supervisory responsibility for the customer service team, including staff development, workflow oversight, and performance management.

Essential Functions:

• Supervisory Responsibilities
• ·         Supervise, train, and mentor customer service staff, providing guidance on order processing, customer interactions, and problem resolution
• ·         Assign and prioritize daily workload among team members to meet deadlines and service level expectations
• ·         Monitor team performance, conduct performance reviews, and identify opportunities for coaching and development
• ·         Serve as the point of escalation for complex customer issues, complaints, and order discrepancies
• ·         Develop, document, and continuously improve customer service processes and procedures
• ·         On-site face to face presence with team and other departments 100% of the time
• ·         Coordinate staff scheduling to ensure adequate phone and order-processing coverage

·         Partner with the Director of Operations on hiring, onboarding, and staffing needs for the department.

Skills/Abilities:

• ·         Excellent communication skills – verbal, listening, and written
• ·         Strong leadership and team management skills
• ·         Excellent interpersonal skills
• ·         Strong PC skills (MS Word, Excel, and Outlook)
• ·         Proven track record of internal/external customer service
• ·         Ability to multi-task and prioritize multiple daily deadlines, both personally and for a team
• ·         Highly organized with strong attention to detail
• ·         Sense of urgency
• ·         Strong problem-solving and analytical skills
• ·         Ability to perform effectively in high-pressure situations
• ·         Team player with the ability to motivate and develop others

Minimum Qualifications:

• ·         Education: Bachelor’s Degree in Business or related field
• ·         Experience: Minimum five to eight (5-8) years of experience in office administration, with prior experience leading or supervising others preferred

Preferred Qualifications:

• ·         Bachelor's degree in Business
• ·         Prior supervisory or team lead experience in a customer service environment
• ·         Knowledge or experience with ERP systems
• ·         Shipping and packaging experience preferred but not required
• ·         Experience in technical support
• ·         Experience in a manufacturing environment
• Physical Requirements/Working Conditions
• ·         Office environment
• ·         100% on-site role
• ·         Ability to frequently lift up to 25 pounds (packaging parts)
• ·         No travel required