The Customer Service Supervisor leads a team of customer service professionals responsible for delivering exceptional customer support and order management services. This role combines people leadership, operational oversight, and continuous improvement to ensure service level expectations are met, customer issues are resolved effectively, and business processes operate efficiently. The ideal candidate is a hands-on leader who develops talent, leverages performance metrics to drive results, and partners across the organization to enhance the customer experience and support company growth.Responsibilities:Coordinate scheduling and daily workflow of a team of CSRs.Review and approve timecards and time off requests and monitor employee attendance in accordance with company policies.Train new customer service representatives.Coordinate cross training and backup coverage.Manage team performance KPIs, identifying areas for improvement and implementing corrective actions when necessary.Hold bi-weekly one-on-one check-in meetings with customer service representatives.Write and deliver annual performance reviews for customer service representatives.Ensure all orders are processed within 24 hours of receipt.Ensure all orders are released to WMS 3 days before the requested ship date.Monitor sales order bookmarks in OMS. Review Open Order Refresh Report - Submitted Orders + Scheduled Y/N Run Open Order Report daily, review and resolve issues with customer service representatives.Review past due orders and follow up with shipping team.Review completed Open Order Reports and EOD emails to ensure they were completed accurately.Ensure all internal emails with production planning and allocation are replied to within 24 hours.Ensure all customer inquiries are replied to within 24 hours.Monitor and ensure all emails sent by the team are followed up on appropriately and in a timely manner. zConsistently manage and respond to emails, requests, and inquiries from internal and external c