Position Summary
Envases USA is seeking an experienced and highly motivated Customer Service Supervisor to lead our Customer Service team while actively supporting customer account management, sales support, order fulfillment, and operational coordination. This role is responsible for supervising daily customer service activities, developing team members, ensuring customer satisfaction, and serving as a key liaison between customers, sales, production planning, logistics, and warehouse operations.
The ideal candidate combines strong leadership capabilities with hands-on customer service, order management, and business operations experience within a fast-paced manufacturing environment. Experience with SAP, customer order management, logistics coordination, and cross-functional collaboration is highly preferred.
Essential Duties and Responsibilities
Team Leadership & Customer Service Management
- Lead, coach, and develop the customer service team to ensure exceptional customer support and service delivery.
- Monitor team performance and customer satisfaction metrics, identifying opportunities for improvement.
- Train and onboard new team members on company policies, customer service standards, SAP processes, and best practices.
- Foster a positive, collaborative work environment that encourages accountability, teamwork, and professional growth.
- Manage escalated customer concerns and complex service issues while maintaining strong customer relationships.
Customer Account Management
- Serve as a primary point of contact for key customer accounts, providing timely and professional support.
- Respond to customer inquiries regarding products, pricing, availability, order status, and delivery schedules.
- Maintain accurate records of customer interactions and account activities.
- Build and maintain strong relationships with customers to support long-term business growth and customer retention.
Order Management & Fulfillment
- Oversee the accurate entry and processing of customer orders within SAP.
- Ensure order specifications, pricing, and delivery requirements are properly documented and executed.
- Coordinate closely with production planning and operations teams to confirm product availability and communicate lead times.
- Monitor customer orders through the entire order-to-cash process to ensure on-time and complete delivery.
Sales Support & Business Operations
- Partner with Sales Representatives to prepare proposals, quotations, and customer presentations.
- Support lead management activities and customer growth initiatives.
- Analyze customer trends, order patterns, and service metrics to identify opportunities for operational improvements.
- Generate reports and dashboards utilizing SAP, Google Sheets, and other reporting tools.
Logistics & Cross-Border Coordination
- Coordinate domestic and international shipments throughout the United States, Canada, and Mexico.
- Manage shipping documentation, including Bills of Lading (BOLs), customs documentation, and related compliance requirements.
- Collaborate with logistics providers, warehouses, and production teams to resolve shipment issues and maintain customer satisfaction.
- Ensure compliance with customer requirements and applicable transportation regulations.
Continuous Improvement
- Analyze customer feedback, service metrics, and operational performance indicators.
- Recommend and implement process improvements that enhance efficiency, accuracy, and customer experience.
- Support company initiatives related to quality, safety, and operational excellence.
- Stay current with industry trends, customer service best practices, and manufacturing supply chain developments.
Qualifications Required
- Bachelor's degree preferred or equivalent combination of education and experience.
- Minimum 5 years of customer service experience in a manufacturing, packaging, industrial, or related B2B environment.
- Minimum 2 years of supervisory or leadership experience.
- Experience using SAP or similar ERP systems.
- Strong understanding of order management, customer account support, and production coordination.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency with Google Workspace and Microsoft Office applications.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred
- Experience in PET plastics, packaging, injection molding, or manufacturing environments.
- Knowledge of international logistics, freight management, and North American shipping compliance.
- Experience supporting sales teams and customer growth initiatives.
- Bilingual or multilingual capabilities.
Physical Requirements
- Ability to sit, stand, and work at a computer for extended periods.
- Occasional travel may be required for customer visits, training, or company meetings.
Job Type: Full-time
Pay: $26.00 - $33.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Amherst, NH 03031 (Preferred)
Ability to Relocate:
- Amherst, NH 03031: Relocate before starting work (Required)
Work Location: In person
