Customer Service Supervisor

Key Responsibilities • Supervise and manage the day-to-day operations of the Customer Service Associates and Sales Administrator. • Oversee end-to-end Sales Order processing for accuracy and timeliness. • Oversee Accounts Receivable monitoring and coordinate collections follow-up with Finance. • Ensure timely, accurate client updates on production line status and schedules. • Serve as the escalation point for client service issues, complaints, and urgent order concerns. • Develop and monitor customer service standards, SLAs, and process improvements specific to the packaging/printing production cycle. • Liaise with Production/Manufacturing, Finance, and Key Account Management to resolve order or delivery issues. • Prepare regular customer service performance reports (order accuracy, AR aging, turnaround times) for the VP. • Train and develop team members on customer service standards and systems. Minimum Qualifications • Bachelor’s degree in Business Administration, Industrial Engineering, or a related field. • 4–5 years of experience in customer service, sales operations, or order management, ideally in manufacturing, printing, or packaging. • Prior supervisory experience preferred. • Familiarity with ERP/sales order systems and Accounts Receivable processes.