About this role
PrideStaff is currently seeking a results-driven Customer Service Supervisor on behalf of a leading global medical technology systems partner specializing in point-of-care hardware and equipment integration solutions.
This role moves beyond conventional call center oversight into high-level B2B client success, complex order management, and technical coordination. The ideal candidate brings a blend of team leadership, ERP proficiency, supply chain awareness, and the mechanical aptitude to navigate technical product documentation and Bills of Materials (BOMs).
Key Responsibilities:
Team Leadership & Development: Supervise, mentor, and coach customer service representatives; establish onboarding workflows, identify skill gaps, and implement personalized professional development plans.
Capacity Planning & Workload Monitoring: Analyze team volume, monitor capacity, and recommend operational or staffing adjustments to maintain service excellence in a fast-paced environment.
High-Volume Technical Communications: Manage high-volume, complex B2B email inquiries regarding order status, configurations, pricing, and product specifications.
B2B Account Management: Manage key customer and distribution accounts, developing long-term partnerships, analyzing customer scorecards, and driving conflict resolution.
Technical Documentation Review: Interpret engineering drawings and Bills of Materials (BOMs) to clarify part numbers, configuration requirements, and customer technical inquiries.
ERP & CRM Operations: Leverage Syspro (or similar ERP) and Salesforce (or similar CRM) to manage master data, inventory allocations, pricing, and order fulfillment.
Data Analytics & Reporting: Create and maintain advanced Excel workbooks (utilizing pivot tables, VLOOKUP/INDEX MATCH, filters, and basic macros) to conduct order trend forecasting and variance analysis.
Cross-Functional Collaboration: Partner directly with Engineering, Sales, Operations, and Quality teams to handle escalations, facilitate root-cause corrective actions, and support process improvement initiatives.
Commercial Awareness: Identify and qualify organic business or upselling opportunities through regular customer interactions.
Qualifications:
Education: Bachelor’s degree in Business Administration, Engineering, Supply Chain, or a related field preferred.
Experience: 3+ years of experience in technical customer service, B2B order management, or ERP-centric operations; prior supervisory or team lead experience preferred.
Technical Aptitude: Demonstrated ability to read and interpret engineering drawings, schematics, and Bills of Materials (BOMs).
Software & Systems:
Hands-on proficiency with ERP platforms (Syspro, SAP, NetSuite, or equivalent) and CRM software (Salesforce preferred).
Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX MATCH, variance reporting, basic macros).
Comfort with and interest in utilizing modern AI productivity tools (e.g., ChatGPT, Claude, Gemini, Perplexity).
Supply Chain Acumen: Working knowledge of essential supply chain concepts, including lead times, minimum order quantities (MOQs), and safety stock management.
Communication & Organization: Outstanding written and verbal communication skills, comfortable handling high daily email volume with precision, multitasking ability, and strong analytical problem-solving skills.
Languages: Multilingual proficiency (e.g., Spanish or French Canadian) is a plus
Compensation / Pay Rate (Up to): $77,000.00 - $83,500.00