Job Description

The Customer Solutions Supervisor is responsible for the day-to-day leadership and personnel management of a team of Customer Solutions Representatives, ensuring the delivery of an exceptional customer experience across phone, email, chat, and other customer communication channels. The team supports customers across multiple time zones, requiring the Supervisor to ensure appropriate service and leadership coverage across an extended range of business hours.

This role provides direct supervision, coaching, performance management, and development of team members while overseeing daily workflow, service levels, quality, and workload distribution. The Supervisor works closely with the Regional Sales Leader to ensure the team consistently delivers timely, accurate, and professional customer support while meeting established productivity, quality, and customer experience expectations.

The Customer Solutions Supervisor serves as a key escalation point for complex customer and operational issues and is responsible for identifying solutions that appropriately balance customer needs with company policies and business objectives. This role also identifies opportunities to improve customer experience, team effectiveness, and operational processes and represents Customer Service in cross-functional initiatives.

Responsibilities

Personnel Management & Team Development

• Directly supervise and manage a team of Customer Solutions Representatives, including responsibility for employee performance, development, attendance, and day-to-day personnel matters.
• Establish clear expectations and hold team members accountable for customer service, quality, productivity, accuracy, and professional standards.
• Conduct regular one-on-one meetings, performance discussions, coaching sessions, and employee development activities. Address performance or behavioral concerns in partnership with Human Resources as appropriate.
• Participate in hiring, interviewing, onboarding, training, and development of Customer Solutions team members.

Customer Solutions Operations

• Oversee the daily operation of the Customer Solutions team, ensuring appropriate staffing, workload distribution, and customer support coverage.
• Monitor customer queues, service levels, response times, productivity, and quality to ensure established performance expectations are achieved.
• Coordinate employee schedules and coverage across required business hours and time zones, including planned and unplanned absences.
• Ensure consistent execution of established customer service processes, policies, and standard operating procedures.
• Ensure the team consistently delivers an exceptional customer experience across phone, email, chat, and other customer communication channels.
• Serve as a management escalation point for complex or sensitive customer situations requiring additional authority, judgment, or cross-functional coordination.
• Partner with internal teams to resolve customer issues involving orders, delivery, returns, pricing, availability, or other service-related concerns.
• Identify recurring customer issues and trends and work with appropriate stakeholders to address root causes.
• May provide direct support or relationship management for select strategic customers when appropriate.

Performance Management & Reporting

• Monitor individual and team performance against established customer service KPIs and expectations.
• Use performance data, customer feedback, quality results, and operational observations to identify coaching and improvement opportunities.
• Support the development and implementation of performance standards and service-level expectations.
• Ensure employees understand how their individual performance contributes to customer satisfaction and overall business performance.

Process & Documentation Management

• Develop and maintain customer service work instructions, standard operating procedures, processes, and supporting documentation.
• Ensure team members are appropriately trained on new or revised procedures.

Essential Qualifications

• Minimum of three (3) years of customer service, inside sales, or order management experience.
• Demonstrated ability to lead peers and influence positive team performance.
• Advanced knowledge of customer order processing and customer support workflows.
• Experience handling complex customer issues with sound judgment and professionalism.
• Ability to prioritize multiple competing responsibilities in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail.
• Ability to work independently with minimal supervision while supporting team objectives.
• Demonstrated reliability and flexibility to support varying schedules when business needs require.
• Proficiency supporting phone, email, and chat customer interactions.
• Experience managing specialized order types including returns, backorders, Kanban, Master Release, scheduling agreements, or similar operational processes.
• Working knowledge of pricing conditions, order management systems, and customer master data maintenance.

Qualifications

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions

Required Skills & Abilities:

• Customer-first mindset with a passion for delivering exceptional service
• Leadership through influence, coaching, and collaboration
• Strong problem-solving and decision-making abilities
• Excellent verbal and written communication skills
• High level of accountability and ownership
• Ability to prioritize effectively in a fast-paced environment
• Strong analytical and organizational skills
• Attention to detail and commitment to accuracy
• Adaptability and continuous improvement mindset
• Proficiency with Microsoft Office and business systems (SAP, CRM, or similar ERP/CRM platforms preferred)
• Ability to build positive relationships across Sales, Operations, Supply Chain, and other cross-functional teams
• Works productively to lead in a team environment
• Encourages open communication from team members by listening attentively and actively. Seeks to fully understand information from many points of view

Education/Experience:

High School diploma or equivalent; minimum of three (3) years related prior work experience.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.

Compensation Range Transparency:

At Edmund Optics, we are committed to transparency and equity in our hiring practices. The posted salary range for this role reflects the expected base pay. The actual offer will be based on multiple factors, including but not limited to relevant skills, education, work experience, business needs, and geographic location.

Salary Range:$63,000 - $70,000 per year

Benefits:

• Medical, Dental, and Vision Insurance
• Life, AD&D, Short and Long-Term Disability Insurance
• Generous Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan with Company Match up to 3%
• Daycare and Gym Reimbursement
• Paid Parental Leave and New Mother Benefits
• Training and Development Opportunities

Availability of these benefits may depend on the country and employment type.