Customer Service Supervisor

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

The Customer Service Supervisor is responsible for overseeing daily operations of Lochinvar Customer Service team, ensuring high standards of communication and service with customers and sales personnel. This role also focuses on coaching, process improvement, and fostering interdepartmental collaboration.

Responsibilities

· Supervise daily operations of customer service representatives, ensuring effective communication with customers and sales teams via phone, email, and other channels.

· Maintain compliance with company policies and legal standards, fostering a fair and high-performing work environment.

· Provide direction and support to ensure timely and efficient handling of customer inquiries and orders.

· Manage and sustain the team training program, covering product knowledge, procedures, and customer relationship management.

· Continuously evaluate and enhance service processes for greater efficiency, accuracy, and satisfaction.

· Establish and maintain procedures aligned with company goals and strategic initiatives.

· Lead implementation of new tools, training methods, and process improvements to optimize order management operations.

· Collaborate with cross-functional teams (Sales, Pricing, Technical Support, Manufacturing, etc.) to support new programs and product launches.

· Strengthen interdepartmental coordination to achieve company-wide objectives.

· Partner with Sales Managers to build strong customer relationships and drive satisfaction.

· Facilitate programs to gather customer feedback and support business initiatives.

· Engage with customers regularly to monitor satisfaction and ensure ongoing management involvement.

· Report departmental updates and employee concerns to upper management in a timely manner.

· Resolve employee relations issues, promoting a positive work environment.

· Conduct performance evaluations, provide constructive feedback and growth opportunities.

· Address disciplinary issues in accordance with company policies.

· Perform all duties of customer service representative functions when and where appropriate.

· Additional responsibilities may be assigned as needed.

Qualifications

· A minimum of 5 years related work experience.

· 2-4 years of Supervisory/Leadership experience

· A bachelor’s degree in related field or related equivalent combination of education and work experience

Education

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.