Customer Service Supervisor at ICIMS - Lutron Electronics Company, Inc – Cartago
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About This Position
Customer Service Supervisor
CR--Cartago
Job ID: 2026-5220
Type: Regular Full-Time
# of Openings: 1
Category: Customer Service
Lutron - Cartago, CR
Overview
Join Our Customer Service Team at Lutron Electronics!
Lutron is seeking a self-driven, team-oriented Customer Service Supervisor to lead a portion of the Customer Service team at our Cartago, Costa Rica office. At Lutron, delivering high-quality products and exceptional customer experiences is our top priority. In this role, you and your team will serve as the voice of the company, entrusted with providing outstanding service through sound judgment, accountability, and dedication.
We are looking for a proactive leader who is passionate about coaching and developing others, and who can inspire the team to deliver meaningful, high-impact interactions that enhance customer satisfaction.
As a Customer Service Supervisor, you will serve as the first point of contact for a designated services territory while managing your team’s daily workload. You will be responsible for prioritizing key performance metrics to meet company objectives and remaining agile in response to changing business needs, including projects, process improvements, and staffing requirements.
This role partners closely with key stakeholders across the U.S., Mexico, and Costa Rica to drive execution, performance, and continuous improvement initiatives. Together, you will focus on improving team effectiveness while consistently elevating the customer experience.
Responsibilities
- Serve as the primary point of contact for a designated services territory, supporting customers with all service-related inquiries, including order status and tracking, product lead times, pricing and availability, and coordination of delivery dates with the factory.
- Lead and facilitate regular team meetings to communicate updates relevant to the team’s role, including new product launches, process changes, performance expectations, and training initiatives.
- Review and audit customer cases and calls, analyzing performance metrics with direct reports to ensure role expectations are consistently met. Identify knowledge gaps and deliver targeted coaching and training to drive continuous improvement.
- Leverage team dashboards and reporting tools to monitor workload, track assignments and priorities, reallocate resources as needed, and make timely decisions to improve efficiency and service delivery.
- Proactively identify and lead process improvement initiatives to enhance departmental performance, remove operational obstacles, and support overall business objectives through cross-functional collaboration.
- Conduct salary and performance reviews for direct reports, providing constructive feedback and contributing to talent retention, engagement, and development.
Qualifications
- Bachelor's degree required, preferred area of study in Business
- Minimum 8 years' work experience in a customer service or similar role required
- Minimum 3 years' experience in a supervisor/leadership role required
- Fluency in English required (C1 or C2)
- Must be located within commutable distance of Cartago CR to accommodate in-office schedule
- Experience using Nice InContact, Tethr, Salesforce, and/or SAP preferred
Lutron Electronics’ position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent. Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric,
technology-driven organization. For more information, view our website at www.lutron.com.
Lutron Electronics is an Equal Opportunity – Affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics
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