Customer Operations Supervisor
External
Packsize · Packsize Salt Lake CityPrepare for this interview
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About the role
The Customer Operations Supervisor leads a team responsible for customer support, order processing, and order management. This role ensures daily operations run smoothly, service standards are consistently met, and accurate reporting is maintained . The supervisor provides leadership and coaching to the team, resolves escalated issues, and drives continuous improvement in both customer experience and operational efficiency. Ideal candidates are detail oriented leaders who enjoy mentoring others, optimizing processes, and collaborating across departments to deliver exceptional service and support
Responsibilities
- Supervise, coach, and develop a team of customer service representatives.
- Monitor daily operations to ensure service levels, response times, and quality standards are met.
- Handle escalated customer inquiries and resolve complex issues in a timely, professional manner.
- Analyze performance metrics and identify trends to improve processes and customer satisfaction.
- Conduct regular team meetings, training sessions, and performance evaluations.
- Collaborate with other departments to address customer concerns and improve workflows.
- Maintain up-to-date knowledge of company products, services, and policies.
- Assist in developing and implementing customer service procedures and best practices.
- Ensure compliance with company standards, policies, and regulatory requirements.
- Support the manager and contribute to special projects or initiatives as business needs evolve.
Requirements
- Associate's or Bachelor's degree in Business, Operations, or related field (or equivalent experience).
- 3-5 years of customer service/operations experience, with at least 2-3 years in a leadership role.
- Strong leadership, coaching, and conflict resolution skills.
- Strong organizational, communication, and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Detail ‑ oriented with the ability to manage multiple tasks and deadlines.
- Ability to analyze data and make informed decisions.
- Proficiency with customer service software, CRM systems, and Microsoft Office.
- Key Competencies
- Leadership and team development.
- Problem-solving and decision-making.
- Customer-focused mindset.
- Time management and organizational skills.
- Adaptability in a fast-paced environment.
- Working Environment & Physical Demands
- O ffice-based , 4 days in office
- May require flexible scheduling, including evenings or weekends depending on business needs.
- Travel 25%
Benefits
Additional Information
Job Description: Customer Operations Supervisor - Salt Lake City, UT About Packsize Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box-it's delivering what's right for our customers, their customers, our people, and the planet.
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