Customer Service Supervisor

Job Overview

The Customer Service Supervisor leads Infinity by Marvin's post-sales support team, ensuring partners and customers receive responsive, knowledgeable, and solution-oriented service. This role oversees daily customer service operations, including phone and email support, escalations, order and product inquiries, and issue resolution. The successful candidate will foster a high-performance service culture focused on accountability, communication, and delivering an exceptional partner experience.

Highlights of your role

• Lead, coach, and develop a team of Customer Service Representatives supporting Infinity by Marvin partners and customers.
• Oversee daily customer service operations, ensuring timely and professional phone and email support.
• Manage escalated issues and collaborate with Sales, Operations, Product, Manufacturing, Logistics, and Technical Support teams to deliver solutions.
• Drive service excellence through clear communication, accountability, and a partner-first approach.
• Identify opportunities to improve processes, enhance efficiency, and elevate the overall customer experience.
• Build strong relationships with partners and internal stakeholders to ensure seamless post-sales support.
• Support team onboarding, performance development, and continuous learning.
• Foster a collaborative, customer-focused culture that delivers responsive and solution-oriented service.

You’re a good fit if you have (or if you can)

• 3+ years of experience in customer service, partner support, order management, or a related field.
• Previous leadership, supervisory, or team lead experience preferred.
• Strong communication, problem-solving, and customer service skills.
• Experience managing escalations and building cross-functional relationships.
• Proficiency with Microsoft Office and customer service or CRM systems.
• Bachelor's degree preferred; equivalent experience considered.
• Occasional travel may be required.

We invite you to see yourself at Marvin

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.

For more than a century, we’ve been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and TruStile Doors.

Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

• $300 annual wellbeing account to spend on what helps you feel happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing – recognizing everyone’s contribution to Marvin’s success
• Giving at Marvin – participate in organized volunteer opportunities
• Brighter Days Fund – financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. Apply today!

Marvin is an equal opportunity employer

Marvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at [email protected].

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Compensation

$63,000 - $73,000, pay based on experience