Customer Service Supervisor

Job DetailsJob Location: Vineland, NJ 08360Salary Range: $67,000.00 - $72,000.00 Salary/yearCustomer Service Supervisor Department: Sales / Customer Service Reports To: Vice President of Sales and Marketing   Position Summary: The Customer Service Supervisor serves as a key role between Customer Service team members, Sales, Operations and Seashore Leadership. This position combines hands-on customer service responsibilities with leadership duties, ensuring daily operations run smoothly while maintaining high service standards. The incumbent leads ongoing training, problem resolution, and workflow coordination, acting as a resource for team members and a point of escalation for complex customer needs.   This position requires daily on-site presence, and the individual will be required to flex their schedule (start times between 7-9am, and end times between 3-5pm) to meet coverage needs, which includes some Saturdays. Key Responsibilities: Team Support & Leadership Serve as the first point of escalation for Customer Service Representatives. Provide guidance, coaching, and day-to-day support to team members. Assist with onboarding and training of new hires. Monitor team workload and help prioritize tasks to meet deadlines. Develop a monthly schedule, ensuring proper coverage during Seashore’s operational hours. Promote a positive, team-oriented work environment. Coordination & Communication Act as a liaison between customer service, sales, warehouse, and logistics teams. Coordinate with drivers and operations to ensure accurate and timely deliveries. Communicate customer issues or service trends to management. Support sales efforts by identifying customer needs and upselling opportunities. Problem Resolution & Quality Control Investigate order discrepancies, delivery issues, and customer complaints. Ensure proper documentation and follow-through on all service issues. Monitor order accuracy and service quality, helping to implement improvements. Customer Service & Order Management Provide prompt, professional support to customers via phone, email, or in person. Process and verify customer orders with a high level of accuracy and efficiency. Communicate order status, delivery updates, and ETAs to customers. Handle escalated customer concerns and ensure timely, satisfactory resolution. Maintain knowledge of product offerings, availability, and quality standards. Administrative & Operational Support Assist with maintaining accurate customer records in CRM/ERP systems. Support billing, invoicing, and credit memo processes as needed. Step in to cover customer service duties during peak times or staff absences. Assist management with special projects and reporting. Qualifications High school diploma required; associate or bachelor’s degree preferred. Minimum 4+ years of customer service experience. Experience in a produce, food service, or distribution experience preferred. Experience in a fast-paced call center with extended work hours/schedules a strong plus. Prior leadership or mentoring experience is required. Bilingual (English/Spanish) is a plus. Strong communication, organization, and problem-solving skills. Proficiency in Microsoft Office and CRM/ERP systems. Ability to multitask in a fast-paced, deadline-driven environment. Ability to work and provide coverage on evenings and weekends is required. Work Environment Office-based role within a refrigerated produce distribution environment. Frequent interaction with warehouse staff and delivery drivers Qualifications