• Customer Service Supervisor

    Job Location USA-NE-North Platte
    Posted Date 3 weeks ago(6/29/2018 11:44 AM)
  • Summary

    Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.


    At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.


    We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.


    Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.


    At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.


    We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.




    The Customer Service Supervisor is responsible for leading a team of Customer Service professionals.  This position is accountable to provide Customer Service leadership to exceed Customer expectations; grow and develop their employees; execute the business plan; and improve efficiencies through process improvements and innovation.



    • Implement a communication plan/process for customer relationship management to provide unparalleled customer service by aligning customer service with operations, sales, and the customer
    • Interact with several departments across the company and at various levels to ensure all orders can be shipped on time and accurately
    • Establish relationships and communicate with customers at various levels as required
    • Change Agent
    • Ensure daily operations and resolution of issues is addressed according to our Masonite Blueprint
    • Ensure appropriate coverage and support to service customers and exceed their expectations
    • Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, and executing business priorities
    • Maintain Customer Service documentation to ensure ongoing Sarbanes Oxley (SOX) Compliance
    • Administer company policies and procedures as they relate to Order Entry, Customer Service, Logistics, Warranty, and Returns
    • Provide senior management with regular reports on status of performance and projects
    • Motivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practices
    • Set department targets & goals and ensure those targets & goals are met
    • Follow all Company related safety/environmental rules and regulations
    • Active Member of the Plant Leadership team
    • Accountable for the overall management and performance of the Customer Service team including selection, on-boarding, training & development, performance management, salary recommendations, employee relations, demonstrating leadership and modeling desired behaviors


    • Business Knowledge: Extensive knowledge of Customer Service concepts and best practices
    • Account Management: Manages customer expectations: Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities
    • Change Management: Anticipates reactions of people to change in systems and business plans and plans accordingly. Recognizes own/teams reactions to change process; identifies early successes to maintain momentum; implements communication plan
    • Leadership: Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change
    • Problem Solving: Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions
    • Customer Focus:  Anticipates Customer needs accurately by leveraging the voice of the Customer. Quickly establishes and maintains creditability with customers
    • Team Commitment:  Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking
    • 5 – 7 years of related experience with a minimum of 3 of those years at a supervisor level
    • Associate Degree or equivalent experience required – Bachelor Degree preferred


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