Overview
The Customer Service Supervisor leads and develops the customer service representative team responsible for supporting customers throughout the pump product lifecycle. This position oversees service estimates, order entry, invoice, purchasing, service parts fulfillment and inventory management, vendor coordination, customer communications, and dispatched field service activities. The role drives timely resolution of customer and service-related issues through collaboration with service engineers, customers, vendors, field personnel, and internal departments. The successful candidate combines strong leadership, operational discipline, sound judgment, project management, and continuous improvement skills to support customer satisfaction and efficient department operations.
Responsibilities
- Lead, recruit, onboard, coach, develop, and support Customer Service Representatives through performance management, employee development, training, and a culture of accountability, teamwork, and continuous improvement.
- Lead and actively participate in daily customer service operations including service estimates, order entry, invoicing, purchasing, customer communication, inventory management, vendor coordination, and dispatched field service activities.
- Investigate and resolve complex customer, vendor, billing, purchasing, documentation, and service coordination issues, using sound judgment in ambiguous or time-sensitive situations where established processes may not exist.
- Coordinate resolution of customer and service-related issues through effective collaboration with internal service engineers, customers, vendors, field personnel, subcontractors, and internal departments.
- Lead process improvement and continuous improvement initiatives, including process documentation, change management, training, and sustainability planning.
- Develop and improve department procedures, training materials, and operational workflows while monitoring performance and implementing improvements that enhance team effectiveness, customer satisfaction, and operational efficiency.
- Lead operational projects and strategic initiatives while maintaining effective day-to-day department performance.
Qualifications
Minimum Qualifications:
- Bachelor's degree
- 5+ years of experience supervising employees in customer service, service coordination, operations, purchasing, or related fields.
- Demonstrated experience leading process improvements, operational initiatives, or cross-functional projects from concept through implementation.
- Strong communication, organization, and time management skills, including the ability to manage multiple priorities, projects, and stakeholder relationships.
DESIRED QUALIFICATIONS:
- Experience with Oracle, PeopleSoft, Power BI, or similar business systems.
- Spanish language proficiency.
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Rain Bird is an Equal Opportunity Employer
