Customer Service Supervisor

The purpose of the Customer Service function is to serve as the face to the customer providing value added services that grow our businesses. In accordance with Avient's Mission, Vision and customer segmentation guidelines, maintain and grow existing customer base by providing fast, right, cost-efficient and hassle-free customer service. This position will also provide knowledge and ongoing support to CSRs by maintaining the "expert user" role for the customer service department. This role is a key leadership position in overseeing task performance of the CSR team. 

Essential Duties & Responsibilities

• Oversee daily operations of the customer service department.
• Become an "expert user" in SAP Processes.
• Provide knowledge and support to CSRs.
• Certify CSRs in their performance of SAP processes.
• Participate in monthly review with other CSR supervisors.
• Conduct quarterly and annual reviews to CSRs.
• Participate in interviewing and hiring process for new CSRs.
• Maintain CSR role for specified area and act as backup for other CSRs.
• Schedule and lead training sessions as needed.

Scope

Personnel: Supervises work tasks of small team of CSRs, excluding personnel actions. Budget: Under $500,000. Sales Revenue: Territory Specific.

• High school diploma or GED required; associate’s or bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
• 3-5+ years of customer service experience in a manufacturing, distribution, or industrial environment.
• Previous supervisory, team lead, or people management experience preferred.
• At least 3 years of working SAP experience, including order entry, customer master data, pricing, inventory inquiries, and shipping documentation required.
• Experience managing customer orders, deliveries, returns, complaints, and issue resolution.
• Ability to analyze data, generate reports, and monitor customer service performance metrics.
• Strong understanding of cross-functional coordination with sales, planning, production, logistics, and finance teams.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and internal stakeholders.
• Demonstrated leadership skills, including coaching, performance management, employee development, and conflict resolution.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite, including Excel, Outlook, and Teams.
• Experience with continuous improvement initiatives and process standardization is preferred.
• Customer-focused mindset with strong problem-solving and decision-making abilities.
• Ability to maintain confidentiality and handle sensitive customer and business information appropriately.