Overview

The Customer Service Supervisor is responsible for leading, developing, and supervising a customer service team that provides exceptional support to Rain Bird’s integral distributor network. This role oversees customer service operations including technical product support, order entry, international logistics and compliance, billing, returns, and administrative support activities. The position requires strong analytical skills, including the ability to perform large-scale data reviews, develop reports, and deliver presentations using Excel and other internal business tools.

Responsibilities

- Lead and support a team of Customer Service Representatives assisting distributors, contractors, retailers, and homeowners with phone support, order entry, billing, Electronic Data Interchange (EDI), marketing programs and other customer service functions for both domestic and international customers.

- Communicate customer experience standards and performance goals while providing coaching, feedback, and development support to team members.

- Monitor and improve processes to minimize service-related delays and enhance customer satisfaction.

- Oversee product return requests, customer service issues, account adjustments, and resolution processes.

- Recruit, onboard, train, and develop temporary and permanent staff members.

- Develop, implement, and maintain call center policies, procedures, and operational guidelines.

- Manage administrative responsibilities including payroll activities, annual performance reviews, and corrective action plans.





- Develop annual workforce planning strategies to support business needs and operational goals.

- Manage special projects from planning and development through implementation.

- Prepare and present customer service performance reports and key metrics for management review.

- Ensure successful training and onboarding programs for new employees.

- Support Oracle system processes, including accurate data entry, system updates, and transactional integrity.

Qualifications

MINIMUM QUALIFICATIONS:

- Bachelor’s degree in business administration, Electronic Engineer or a related field.

- Excellent written and verbal communication skills in English, with the ability to effectively communicate with internal teams, external customers, and global partners.

- Strong organizational skills with the ability to prioritize multiple projects and manage competing deadlines.

- 2–4 years of experience as a Customer Service Supervisor or similar leadership role overseeing order entry, inbound/outbound call center operations, and/or inside sales support for U.S.-based customers.

- Demonstrated customer service leadership experience with strong problem-solving and decision-making abilities.

- Ability to identify business needs, recommend solutions, and drive continuous improvement.





- Self-motivated with excellent organizational skills and the ability to manage multiple priorities.

- Experience working with ERP systems, preferably Oracle, including order management and customer service-related transactions.

- Ability to travel as required within the United States.

DESIRED QUALIFICATIONS:

- Master’s degree in marketing, Management Information Systems, Business Administration, or a related field.

- Working knowledge of irrigation products, systems, industry practices, and customer requirements.

- Proficiency with PeopleSoft, Oracle, Microsoft Office (Excel, Word, Outlook, PowerBI), and other business applications.

- Demonstrated success leading teams in a collaborative environment, with strong coaching and leadership skills.

- Strong analytical and problem-solving abilities, with the capability to identify issues, develop solutions, and deliver timely results that support customer needs.

Los datos personales y sensibles recabados por Ensambles Hyson, S.A. de C.V. serán utilizados para cumplimiento del negocio y será compartido bajo los términos requeridos por ley. Esta información será usada y protegida conforme al aviso de privacidad. El proveerlos a Ensambles Hyson, S.A. de C.V. constituye su consentimiento para el manejo de esta información por parte de la Empresa.

Si desea conocer detalles del aviso de privacidad, o ejercer los derechos de ARCO (Acceso, Rectificación, Cancelación y Oposición) envíe un correo electrónico a [email protected]

📌 Customer Service Supervisor (Tijuana)
🏢 Ensambles Hyson
📍 Tijuana