Customer Service Supervisor (Inside Sales Supervisor/ Sales Operations Supervisor)Westlake • United States
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Customer Service Supervisor (Inside Sales Supervisor/ Sales Operations Supervisor)
Westlake
- United States
- United States
À propos
Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate. Westlake Pipe & Fittings, a Westlake company, is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. Westlake Pipe & Fittings supplies gasketed, solvent weld and restrained joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok spline-lock technology and product systems that are focused on building A Better Foundation. The Customer Service Supervisor oversees the key activities and business processes of the Customer Service Team at Westlake Pipe & Fittings. This is a highly engaged, hands-on leadership role responsible for supporting a large team that manages high transactional volume in a rapidly growing business. The primary goal of the Customer Service Supervisor is to lead and coach Customer Service Representatives (CSRs) in their day-to-day activities, ensuring they have the tools, clarity, and guidance needed to deliver world-class service to our customers. As Westlake Pipe & Fittings continues to scale, this role plays a critical part in identifying root causes of operational issues, improving cross-departmental communication, and implementing sustainable solutions that enhance accuracy, efficiency, and elevate the overall customer experience. Duties and Responsibilities
May include, but are not limited to, the following: Improve or establish standard departmental policies and procedures to ensure order accuracy, workflow efficiency, and consistently superior customer service. Provide hands-on leadership to the CSR team, including conducting performance reviews, delivering ongoing coaching, and developing action plans to support peak performance. Work closely with Sales, Operations, Planning, and Logistics to strengthen communication and resolve issues that impact the customer experience. Analyze qualitative and quantitative Key Performance Indicators (KPIs) to monitor team performance and identify opportunities for improvement. Lead weekly or bi-weekly team meetings to share updates, address challenges, and reinforce priorities. Manage month-end close activities, ensuring all warehouses are billed accurately and accruals are recorded as needed. Maintain and manage communication with external accounts, ensuring timely and accurate responses. Serve as the first level of escalation for urgent or complex customer issues, taking ownership of resolution and root-cause identification. Oversee the billing process for off-site warehouses and ensure accuracy across all locations. Monitor service-level performance across facilities, identifying workflow gaps and driving process improvements. Coordinate internal workflow among all internal partners to ensure seamless order processing and customer support. Education, Experience and Qualifications
Bachelor's Degree in Business Administration or related field 10+ years of inside sales/customer service experience and 5+ years of supervisory experience in a manufacturing or distribution setting - pipe and fittings experience preferred 3+ years of demonstrated experience with building and supporting high performing inside sales team Experience working in a high-volume, fast-growth environment strongly preferred Demonstrated ability to lead teams, solve operational problems, and collaborate across departments Proven ability to drive continuous improvement initiatives that streamline workflows and elevate the customer experience Experience leading teams through process optimization, leveraging KPIs and cross-functional collaboration to deliver measurable improvements Strong understanding of SAP S/4 HANA is highly desired , as it supports efficient order management and accurate demand forecasting Six Sigma Certification preferred MBA preferred This is a fully onsite role. Must be willing to commute daily into our Houston, TX office Must be willing to travel up to 15% Physical Demands
While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. Work Environment
The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required. Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation. If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here. You will apply via the Jobs Hub application in Workday.
Compétences linguistiques
- English
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