Overview
The Customer Service Supervisor is responsible for leading, developing, and supervising a customer service team that provides exceptional support to Rain Bird’s general 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.
Q

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