Job Description

The Customer Service Supervisor is responsible for supporting the day-to-day success of the Customer Service team by providing leadership, coaching, and guidance. This role oversees team scheduling, performance, training, and workload management to maintain efficient operations and strong customer support.

Collaborating closely with Sales, Distribution Center, and other internal departments to resolve customer issues, improve processes, and ensure smooth order coordination. They also provide hands-on support during busy periods, monitor attendance and timekeeping, facilitate effective communication across teams, and help drive continuous improvement by evaluating procedures and supporting company goals.

Success in this role requires strong leadership, collaboration, sound judgment, confidentiality, and a commitment to developing team members while delivering an outstanding customer experience.

About Imperial (IDI)

Imperial, founded in 1939 and headquartered in Worcester, MA, is a leading privately lead distributor of supermarket non-foods. We’ve helped our partners grow smarter and stronger—offering unmatched product selection, customized programs, and expert retail support across health and beauty care, seasonal items, general merchandise categories. With more than 700 associates and a state-of-the-art distribution center, Imperial serves chain and independent retailers across 22 states. Imperial is recognized throughout the Northeast and Mid-Atlantic for excellence in distribution, merchandising, and category management.

What sets us apart?Our singular focus is on providing retailers with the value, innovation, and differentiation they need to thrive in today's dynamic marketplace.

Our Missionprioritizes people, embraces change, and fosters growth. And our Visionis to redefine partnership with a lasting impact on our customers, communities, and the industry. At the center of it all is our amazing team

Essential Responsibilities and Duties Include:

• Provides daily direction and communication to team members so that customer service calls are answered in a timely, efficient, knowledgeable, and accurate manner.
• Conduct daily/weekly check-ins with each team member to discuss current priorities, support needed, yearly goals, while documenting key discussion points and follow-up actions.
• Ensure all CS Team emails have been completed and responded to daily.
• Manage Team schedule, ensuring adequate coverage through breaks, PTO, LOAs; communicating effectively with the team on the schedule
• Utilize HRIS system (UKG) for reviewing time off requests and timesheets
• Work collaboratively with internal departments to navigate solutions in regard to errors, order coordination, customer questions, and inventory inquiries by successfully navigating and utilizing the AS400 System.
• Provide performance feedback and coaching on a regular basis to each team member. Navigate concerns/issues brought up by the team.
• Ensure that team members have appropriate training and other resources to perform their jobs.
• Cross trained in customer service role, and cross train team for backup purposes only.
• Evaluate work procedures (SOPs) and processes within department that align with companies' strategic goals.
• Provide timely feedback to the Customer Service Manager regarding service issues or customer concerns during weekly meetings or sooner as necessary.
• Partner with sales leadership team and sales team members to meet and exceed customer service expectations.
• Work with DC management team to coordinate seasonal loads in remote seasonal facility (cubic reports, order conversion, order processing and delivery).
• Provide hands-on support to the Customer Service team by assisting with account responsibilities during peak workloads, team member absences, and vacation coverage.
• Officiate meetings with other departments to partner effectively.
• High level of discretion pertaining to confidential information
• Perform other related duties as assigned.
  

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job.

• High School Diploma or GED
• 3–5 years of supervisory experience in a customer service environment
• Strong attention to detail with a commitment to accuracy and thoroughness
• Excellent communication skills, with the ability to make sound, informed decisions
• Skilled in telephone etiquette, verbal communication, active listening, and maintaining a high level of professionalism and customer focus
• Intermediate in Microsoft Outlook and Word and Excel (intermediate to advanced), with solid data entry capabilities
• Proven ability to effectively prioritize, respond to and meet deadlines while maintaining the highest standards of completeness and accuracy, including flexibility with completing deadlines (Ex: Work late if necessary)
• Proven ability to effectively prioritize, respond to and meet deadlines while maintaining the highest standards of completeness and accuracy.
• Approaches both positive and challenging situations with clarity, empathy, and composure

Why Join Us

• Growth Culture:Opportunities for professional advancement
• Employee Perks:Discounted product store, food events, and summer food trucks
• Comprehensive Benefits:Health, dental, vision, 401(k), bonus, PTO and more

**A full comprehensive job description will be available during the interview process, this is a condensed job posting.