Job Description

Professional Search Group OC is actively sourcing for a Customer Service Supervisor to join a well-established company in the door and millwork manufacturing and distribution industry..

The Customer Service Supervisor will lead and support the customer service team, ensuring exceptional service for both residential and commercial clients. This role requires strong leadership, product knowledge in the door and millwork space, and the ability to collaborate across departments—including sales, operations, and production—to maintain service excellence throughout the order lifecycle.

Customer Service Supervisor Responsibilities

• Supervise, train, and mentor customer service/order entry representatives
• Set performance goals and conduct regular evaluations
• Foster a high-performance, customer-first culture
• Ensure timely order entry, confirmations, and responses to inquiries
• Resolve escalated customer issues with professionalism and urgency
• Build and maintain strong distributor relationships
• Create and implement customer service procedures, policies, and standards
• Review work orders, quotes, and shop drawings for accuracy
• Collaborate with sales, operations, logistics, and purchasing teams to ensure on-time deliveries
• Monitor key service metrics such as order accuracy, call volume, and satisfaction scores
• Support staffing, scheduling, and performance management for the department
• Maintain expertise in wood door, millwork, and hardware product lines
• Provide training and guidance to team members on product applications
• Stay informed on industry trends, building codes, and competitor activity

Customer Service Supervisor Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred
• 5+ years of customer service experience in the door, millwork, or related industry
• 2+ years in a supervisory or lead role strongly preferred
• Strong knowledge of door, trim, and hardware components highly desirable
• Proficiency with ERP systems and Microsoft Office Suite
• Excellent communication, organizational, and leadership skills
• Ability to manage high-volume workloads and prioritize under pressure
• Bilingual (English/Spanish) is a plus

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