Reporting to the Customer Service Manager, the

Customer Service Supervisor is responsible for supervising and coordinating daily Customer Service operations, ensuring timely and professional customer support, effective communication between departments, and achievement of service-related objectives to support customer satisfaction and business goals.

Primary Duties

- Supervise and coordinate Customer Service personnel in daily activities.

- Provide coaching, training, and performance support to Customer Service team members.

- Ensure professional and timely customer support via phone and email.

- Support the sales team regarding customer service status and customer inquiries.

- Resolve routine issues related to delays, schedule changes, and customer concerns; escalate complex issues as needed.

- Monitor order status, open orders, and delivery schedules.

- Maintain communication with Scheduling, Logistics, and Planning teams to support order fulfillment.

- Generate operational reports and monitor departmental KPIs.

- Support the implementation of process improvements to enhance customer service efficiency.

- Maintain accurate records and customer service documentation.

- Assist in coordinating priorities among Customer Service, Sales, and Operations teams.

- Promote a customer-focused culture and continuous improvement mindset.

Qualifications





- Bachelor’s degree in business administration, International Business, Industrial Engineering, Logistics, or a related field.

- 3–5 years of experience in customer service, order management, commercial support, or related functions.

- Must be able to read, write and speak English fluently.

- Previous experience leading or supervising small teams preferred.

- Knowledge of order processing, customer service practices, and inventory management.

- Proficiency with ERP systems and Microsoft Office applications, particularly Excel.

- Experience monitoring departmental KPIs and preparing operational reports.

- Sense of urgency and ability to respond quickly to customer and operational needs.

- Strong verbal and written communication skills.

- Effective problem-solving and analytical abilities.

- Ability to build collaborative relationships across functions.

- Strong planning, organization, and follow-through skills.

- Ability to manage multiple priorities in a fast-paced environment.

- High attention to detail and accuracy.

- Customer-focused with a commitment to achieving service and performance goals.

- Ability to coach and develop team members.

- Proficiency in ERP systems and Microsoft Office applications, particularly Excel.

📌 Customer Service Supervisor (Monterrey)
🏢 Esab
📍 Monterrey