Job Description

Westlake

Hiring: Customer Service Supervisor

Pay: $85,000–$110,000/year

Location: Lodi, CA

SUMMARY

We are seeking a forward-thinking and results-driven Customer Service Supervisor to lead a team of high-performing customer service/inside sales professionals. This role offers a unique opportunity to build and lead a new Customer Service team while partnering with existing teams who support our customers today. You won’t be starting from scratch, but you will challenge the status quo, define new standards for excellence, and shape a high-performing team that delivers proactive service, actionable insights, and lasting customer relationships.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Lead a high-performing team of inside service representatives, who are focused on quotations and order management, resulting in high levels of customer satisfaction and retention
• Provide ongoing coaching, professional development, and performance feedback to drive excellence
• Participate in key account planning sessions with sales team to support relationship building
• Establish formal processes for relaying customer feedback and frontline observations into sales strategy discussions
• Work in lockstep with sales to forecast demand through quotations management and follow up
• Facilitate regular check-ins with sales to share customer insights, feedback trends, and pain points that inform solution development
• Foster strong cross-functional collaboration with the sales and customer service teams to ensure consistent, high-quality communication with customers
• Develop, implement, and monitor KPIs (such as quote conversion rate, order turnaround time, on time in full shipments, order accuracy, customer satisfaction scores, etc.) to evaluate individual and team success
• Swiftly engage in escalated customer issues with efficiency and empathy to facilitate resolution
• Analyze trends and customer insights to inform process improvement and strategic initiatives
• Prepare and present reports on customer service performance and progress to senior management.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s Degree in Business Administration or related field
• 5+ years of Inside Sales/Customer Service experience in a manufacturing or distribution setting – pipe and fittings experience preferred
• 3+ years of demonstrated experience with building and supporting high performing inside teams
• Ability to work collaboratively with cross-functional teams and build effective working relationships
• Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting
• Six Sigma Certification preferred
• MBA preferred
• This is a fully onsite role. Must be willing to commute daily into our Lodi, CA facility
• Must be willing to travel up to 15%

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.

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