Job Description

Role Summary

Location: Fayetteville, North Carolina

#LI-Onsite

The HDI Customer Service Supervisor leads a team of customer service professionals, supporting strong customer relationships, accurate order management, and timely resolution of customer inquiries and concerns. This hands-on role coordinates daily workloads, develops team members, and works across departments to support service performance and customer satisfaction. The supervisor provides direct operational support when needed and helps the team successfully implement process and organizational changes.

Main Tasks

• Supervise the HD&I customer service team, establish daily priorities, distribute workloads, and coordinate account coverage to meet customer needs and service expectations.
• Coach, train, and develop team members, set clear performance expectations, and address performance concerns through timely, constructive conversations.
• Oversee customer order entry, reconciliation, processing, and tracking to ensure accuracy and alignment with customer requirements.
• Monitor customer past-due and expedite logs, helping the team prioritize urgent orders and coordinate actions to address delivery issues.
• Oversee incoming electronic data interchange (EDI) transactions and ensure errors or discrepancies are corrected promptly.
• Ensure accurate setup and maintenance of customer master data, customer portals, and related information in SAP and other systems.
• Maintain strong customer relationships and serve as an escalation point for inquiries, complaints, and service concerns, supporting customer calls and resolution reporting as needed.
• Collaborate with planning, logistics, manufacturing, quality, and other departments to resolve service constraints and track corrective actions through completion.
• Monitor, summarize, and report customer delivery ratings and team performance measures, identifying opportunities to improve service quality, responsiveness, and efficiency.
• Ensure customers receive timely, accurate updates regarding order status, delivery expectations, and outstanding issues.
• Provide hands-on customer service support and backup account coverage when needed to maintain service continuity.
• Communicate and implement company policies, leadership decisions, and process changes, helping team members understand expectations and adapt successfully.
• Foster a positive, collaborative team environment that encourages initiative, accountability, and professional communication.
• Perform other job-related duties as assigned.

Experience

Education

• An associate’s or bachelor’s degree in business or a related field is preferred.

Experience

• At least 5 years of customer service experience in a manufacturing and/or distribution environment.
• 1–3 years of experience in a supervisory, team lead, or similar leadership role.
• Automotive industry experience preferred.
• Material planning and logistics experience preferred.

Required Skills

• Working knowledge of SAP; SAP S/4HANA experience preferred.
• Proficiency in Microsoft Office, including intermediate Excel skills for reporting and data analysis.
• Basic knowledge of IATF requirements.
• Strong customer communication, relationship management, and problem-solving skills, including the ability to manage escalations professionally.
• Ability to organize workloads, review performance data, and coordinate priorities across departments.
• Approachable leadership style with the ability to coach, encourage, and hold team members accountable.
• Initiative, sound judgment, and a strong work ethic, with a willingness to assist the team directly when needed.
• Ability to lead through change, communicate expectations, and handle challenging conversations constructively.
• Ability to work onsite and travel approximately 10–20%.