The Customer Service Supervisor is responsible for overseeing and managing the Customer Service Representatives to ensure superior service delivery to FSG customers. This role ensures that team members are sufficiently skilled, possess necessary product knowledge, and adhere to company procedures to meet customer needs efficiently. The Customer Service Supervisor will also provide technical assistance to the customer service team as needed.

• Ensure On-Time Case Completion sits at or above 90%.
• Train and develop customer service team members to optimize case resolution times, ensuring prompt quotes, order processing accuracy, and timely issue resolution with clear communication across internal departments.
• Maintain process integrity by ensuring the team complies with quote, order, and issue resolution procedures.
• Conduct regular reviews of CRM contact notes to ensure data integrity.
• Lead the recruitment, selection, and onboarding of new customer service representatives.
• Manage performance by dismissing underperforming employees or those failing to comply with company standards and procedures.
• Provide full case management support, including sitting with customer service representatives during calls and conducting regular customer care WIP (Work In Progress) meetings.
• Foster productive and conflict-free relationships with other team members and internal departments.
• Ensure all actions align with company policies and do not conflict with FSG’s mission and values.

Key Performance Metric

• Primary KPI: On-Time Case Completion rate (90% or above)

• 5+ years of experience in a customer service or operations role.
• Proven experience in leading and managing customer service teams.
• Strong ability to analyze and improve customer service processes.
• Experience using CRM systems to maintain and review customer data.
• Ability to train and mentor employees to enhance productivity and efficiency.
• Excellent communication and conflict resolution skills.
• Strong organizational and problem-solving abilities.
• Ability to work independently while also collaborating across teams.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status