Job Details

The Customer Service Supervisor oversees the daily operations of the Customer Service/ Order Management team to ensure consistent delivery of exceptional service to internal and external customers. This position supports the Customer Service Manager in executing strategic initiatives, monitoringperformance, and ensuring compliance with processes and standards. The Supervisor provides day-to-day direction, coaching, and development for team members while maintaining a focus on operational excellence, accuracy, and continuous improvement.

Key Duties and Responsibilities

• Supervise daily operations – oversee workload distribution, ensure order processing accuracy, and maintain adherence to established service levels

• Coach, train, and develop team members – conduct one-on-one meetings, side-by-sides, and performance check-ins to support employee growth and effectiveness

• Monitor and report on team metrics – track performance, quality, and productivity; identify trends and partner with the Inside Sales Manager to drive improvements

• Manage escalated customer and system issues – serve as a point of contact for complex situations requiring coordination across departments

• Support process documentation and training materials – ensure all SOPs, guides, and tools are accurate and aligned with current practices

• Participate in cross-functional and continuous improvement projects – provide input on system enhancements and efficiency opportunities

Knowledge, Skills & Abilities

• Strong leadership and interpersonal skills with the ability to coach and motivate others.

• Advanced understanding of ERP systems (JDE) and associated platforms (EDI, Salesforce, Shopify, CommerceHub, Zendesk, Customer Portals).

• Prior experience supervising or leading a team of order management / customer service team members

• Proven ability to analyze performance data and implement corrective actions.

• Excellent communication and organizational skills. Ability to balance team management with hands-on problem resolution.

• Demonstrates professionalism, accountability, and commitment to customer excellence.

Educations/Training Required

• High school diploma or equivalent required; Bachelor's degree preferred.

• 5 years of order management experience, including Lead, supervisory or similar leadership experience.

• Proficiency with Microsoft Office, JDE, Salesforce and Zendesk tools.

Position Discretion, Authority, and Independent Judgment

• Provides daily supervision of Order Management team and Leads.

• Exercises independent judgment in prioritizing work, resolving issues, and coaching staff.

• Recommends hiring, training, and disciplinary actions to the Inside Sales Manager.

• Participates in team goal setting, performance management, and process evaluations.

• Responsible for ensuring adherence to department KPIs and company policies.

Core Competencies

• Integrity & Trust – Acts with consistency and transparency in all leadership interactions.

• Customer Focus – Ensures customer satisfaction through operational effectiveness.

• Team Leadership – Develops, mentors, and empowers team members to reach their potential.

• Continuous Improvement – Encourages innovation and implements enhancements to processes and systems.

• Accountability – Holds self and team responsible for delivering results.

• Communication – Communicates expectations clearly and promotes open dialogue across the team.

Our Company is proud to have a dynamic and inclusive workforce where employees are empowered to innovate, thrive and grow. We believe that each employee's unique strengths contribute to the success of our organization. This belief extends to how we consider our job applicants. Your talents may align with this position or other opportunities within our organization. Apply today to start unlocking your career potential with Worthington Enterprises.

We are committed to providing reasonable accommodations for individuals with disabilities in the application and hiring process. If you are interested in employment with Worthington Enterprises and need an accommodation or assistance using the careers website, please contact ...@wthg.com.

Worthington Enterprises (NYSE: WOR) is a designer and manufacturer of market-leading brands that help improve everyday life by elevating spaces and experiences. The Company operates with two primary business units: Building Products and Consumer Products.

The Building Products segment includes cooking, heating, cooling and water solutions, architectural and acoustical grid ceilings and metal framing and accessories. The Consumer Products segment provides solutions for the tools, outdoor living and celebrations categories. Product brands within the Worthington Enterprises portfolio include Balloon Time®, Bernzomatic®, Coleman® (propane cylinders), CoMet®, Elgen, Garden Weasel®, General®, HALO™, Hawkeye™, Level5 Tools®, Mag Torch®, NEXI™, Pactool International®, PowerCore™, Ragasco®, Well-X-Trol® and XLite™, among others.

Founded in 1955 as Worthington Industries, Worthington Enterprises follows a people-first Philosophy with earning money for its shareholders as its first corporate goal. Headquartered in Columbus, Ohio, Worthington Enterprises and its joint ventures employ approximately 6,000 people throughout North America and Europe.