Customer Service Supervisor/Sales Support

The Customer Solutions & Sales Support Supervisor leads the inside sales and support team to ensure outstanding service, accurate order processing, and effective collaboration across departments. This role combines leadership with hands-on responsibilities in CRM, sales order management, and customer solutions, while also supporting outside sales with quotes, follow-up, and insights. Acting as the escalation point for complex issues, the Supervisor drives customer satisfaction, team performance, and revenue growth through strong product knowledge, problem-solving, and continuous improvement.

Key Responsibilities:

Supervisory & Leadership

· Supervise, coach, and mentor a team of Customer Solutions and Sales Support.

· Set clear performance expectations, monitor productivity, and provide regular feedback.

· Handle escalations from team members and ensure timely resolution of customer issues.

· Provide training on systems, processes, and product knowledge.

· Recommend process and policy improvements to enhance customer satisfaction and operational efficiency.

Customer Relationship Management

· Ensure high levels of service through timely, accurate, and empathetic support.

· Acts as primary contact. Responds to customer technical and complex inquiries, calls, and emails promptly and professionally.

· Designs, develops, and supports required customer technical solutions.

Order Processing Accuracy

· Oversee and processes sales orders by ensuring accurate, efficient entry, tracking, and management across pre-sales and post-sales functions with minimal errors.

· Provide accurate quotes and lead times for clients, ensuring clear understanding of delivery expectations and costs.

· Track inventory, managing discontinued items and setting up Non-Stocked Items (LUC SKUs) as needed for custom orders.

· Support outside sales representatives with quotes, lead follow-up, and customer data.

CRM & Data Management

· Maintain up-to-date customer records, interactions, and sales activities in CRM and company SharePoint.

· Handles confidential customer information with sensitivity and discretion.

Problem Resolution

· Learn about the customer, ask questions to learn about their needs.

· Collaborate with internal teams (operations, engineering, customer service) to ensure solutions are delivered effectively.

· Develop customer confidence through consultative support and deep product knowledge.

· Handle complaints and escalations, returns, and disputes effectively, to preserve customer trust.

Product Knowledge & Upselling

· Maintain a deep understanding of company products, services, promotions, and policies.

· Provide accurate technical and sales guidance to customers and team members.

· Identify upselling and cross-selling opportunities to increase revenue.

Team Collaboration

· Suggests areas of improvement to management staff to increase consumer satisfaction.

· Identifies and recommends needed updates to policies and procedures as needed.

· Work closely with sales, logistics, finance, and operations teams.

· Assists the support teams with day-to-day operational issues.

Performance Reporting

· Report on service KPIs, sales leads, and client feedback.

Occasional travel may be required for customer visits, trade shows, or training.

Participates in special projects as required.

Other duties as assigned.

Qualifications

• Bachelor’s degree in Business, Sales, Marketing, or related field preferred (or equivalent experience).
• 3+ years of experience in sales support, inside sales, or customer service.
• 1–2 years of supervisory or team lead experience preferred.
• Experience with CRM systems, order management, and ERP software.
• Strong understanding of sales processes and technical product support.

· Leadership and team management skills.

· Excellent verbal and written communication.

· Strong organizational skills with keen attention to detail.

· Ability to multitask in a fast-paced environment.

· Analytical mindset for problem-solving and performance reporting.

· High level of professionalism and customer focus.

· Proficiency in Microsoft Office Suite, CRM platforms, and ERP systems.

Physical Requirements

Office-based ability to sit at a desk and use a computer for prolonged periods (6-8 hours per day). Occasionally required to stand, walk, or move around the office and production areas. Ability to lift and carry office supplies, files, or reports, typically up to 15-25 pounds. Occasionally required to reach overhead, bend, or stoop to access files or office equipment. Frequent use of hands for typing, data entry, and handling documents. May need to walk through or inspect areas of the manufacturing floor, requiring proper safety precautions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel as classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Lumenier Holdco is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, and sexual orientation, and ancestry, marital or veteran status. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.