Customer Service Supervisor 2
Itw · Troy, 701 S Ridge Ave, United States · hybrid
Job Description:
ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems. ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary.
SUMMARY
The Customer Care Supervisor is responsible for leading the day-to-day operations of the Customer Care team while ensuring a consistent, high-quality customer experience across all customer interactions. This role provides direct leadership, coaching, and operational oversight for Customer Care Representatives and Strategic Customer Care Specialists. The Supervisor drives team performance, manages escalated customer concerns, monitors service levels, and identifies opportunities to improve customer satisfaction, operational effectiveness, and employee development. The position serves as a key liaison between Customer Care, Customer Success, Operations, Sales, and Service leadership to ensure customer issues are resolved efficiently and proactively.
ESSENTIAL DUTIES AND RESPONSIBILITIES
These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
The major responsibilities of this role include:
- Leadership: Leads, coaches, and develops Customer Care Representatives and Strategic Customer Care Specialists. Conducts regular coaching sessions, performance discussions, and career development planning. Establishes performance expectations and holds team members accountable for achieving service objectives. Promotes a positive, customer-focused culture that aligns with company values.
- Customer Focus: Ensures consistent delivery of exceptional customer experiences across all customer interactions. Serves as the escalation point for customer issues that exceed frontline authority. Partners with internal stakeholders to resolve complex customer concerns and improve customer satisfaction. Coordinates resources and communication during high-priority customer situations.
- Operational Excellence: Monitors daily workload, queue management, and service level performance. Ensures customer interactions are properly documented within CRM and case management systems. Reviews customer trends, recurring concerns, and service challenges to identify root causes and corrective actions. Recommends and implements process improvements based on customer feedback and operational insights. Maintains compliance with established service standards, response-time expectations, and departmental procedures.
- Quality and Continuous Improvement: Conducts quality reviews of customer interactions and provides actionable feedback. Analyzes performance metrics and develops action plans to address gaps. Identifies training opportunities and coordinates ongoing employee development. Supports organizational initiatives designed to improve customer experience and operational efficiency.
- Collaborates: Partners closely with Customer Success Partners regarding at-risk accounts and strategic customers. Collaborates with Operations, Service, Sales, and other business functions to address customer needs. Communicates customer insights and trends to leadership teams to support business decisions. Participates in cross-functional projects and continuous improvement initiatives.
- Manages Ambiguity: Handles multiple tasks and changing priorities with attention to detail and organization; stays focused under pressure.
- Instills Trust: Acts with integrity, respect, and accountability in all interactions, ensuring customers and colleagues feel supported and valued.
SUCCESS MEASURES
The effectiveness of the Customer Care Supervisor will be evaluated using a combination of customer, operational, quality, and employee performance metrics, including:
- First Contact Resolution (FCR)
- Case Resolution Time
- Escalation Volume and Escalation Resolution Effectiveness
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS) Impact
- Quality Assurance Scores
- Response Time Compliance
- Service Level Achievement
- Employee Engagement and Retention
- Employee Performance and Development Progress
MINIMUM QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Work Experience
- Bachelor's degree in Business, Communications, Management, or related field (Preferred)
- Associates degree and a minimum of 4 years relevant experience or High School Diploma/GED with equitable years customer service experience (Required)
- 4+ years of customer service, customer care, customer experience, contact center, or related experience
- 2+ years of leadership, supervisory, team lead, or coaching experience
- Experience handling escalated customer concerns and complex issue resolution
- Experience using CRM, case management, and performance reporting tools
- Strong analytical and problem-solving skills
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this job, the employee is:
- Regularly required to sit
- Frequently required to use a computer and standard office equipment
- Occasionally required to participate in meetings, presentations, and training activities
Working Conditions
- Hybrid work environment
- Standard office environment with moderate noise levels
- Remote work flexibility based on business needs and performance expectations
Hours of Work
- Primary business hours with flexibility as needed to support customer care operations
- Occasional extended hours may be required to address escalations, business initiatives, or operational needs
- Reliable attendance and availability are essential to ensure consistent leadership support and operational coverage
Compensation Information:
The pay rate will depend on the successful candidate’s qualifications and prior experience.
ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.