Customer Service Supervisor

Company Description TOPS Products LLC, a division of Atlas Holdings LLC, is a leading U.S. manufacturer of office and school supplies serving customers across North America. Representing seven established brands and over a century of American innovation, the company provides tools that support learning, planning, and professional growth. Its product range includes file folders, notebooks, binders, and index cards designed to enhance productivity and organization. Team members contribute to creating everyday solutions that help individuals and organizations stay organized and efficient.Role Description The Customer Service Supervisor is a full-time, on-site role based in Florence, SC. This role oversees a customer service team, key accounts and ensuring timely and accurate responses to customer inquiries via phone, email, and other channels. Responsibilities include monitoring performance metrics, coaching team members, handling escalated issues, and maintaining high levels of customer satisfaction. The supervisor collaborates with internal departments to resolve service problems, improve processes, and support continuous improvement initiatives. Additional duties include scheduling, training new staff, documenting procedures, and contributing to the development of service standards and best practices.Key ResponsibilitiesLead, coach, train, and develop the Customer Service team.Manage daily customer service operations and support escalated customer issues.Oversee key customer accounts and ensure a positive customer experience.Respond to customer inquiries regarding orders, pricing, products, and services.Coordinate order management activities, including quotes, inventory verification, and customer approvals.Partner with Sales, Production, Logistics, and Cost Estimating to deliver solutions and maintain customer satisfaction.Monitor customer service metrics and develop reports to improve performance and process.Lead continuous improvement initiatives to increase efficiency and service levels.QualificationsDemonstrated Supervisory Skills, including team leadership, mentoring, and performance management.4-5 years of customer service management or leadership experience.Ability to balance customer needs with company ovjectives.Results-oriented mindset with a focus on continuous improvement.