Customer Service Representative Supervisor at American Equipment HR LLC – Austell, Georgia

Ashley Sling, a division of American Equipment Holdings, is one of the leading rigging and below-the-hook service providers in the United States. Over the years, our ability to grow and set ourselves apart from the competition is the result of a tried and true philosophy – take care of our customers and take care of our people.

We also believe that our people matter, which is why we are committed to providing our team members with competitive wages, attractive benefit offerings, and abundant training offerings. As one of the fastest growing companies in our industry, new opportunities are regularly available that enable our team members to develop, grow, and pursue their career passions.

Objectives of this role

We are looking for a driven and dynamic Inside Sales Customer Service Representative Supervisor to join our team and contribute to our growth.

In addition to supporting customer relationships and inside sales activity, this role serves as the central owner of the office order workflow process, ensuring that customer orders move efficiently from intake through scheduling and production. This position plays a critical role in coordinating communication between customers, sales, scheduling, and operations to ensure orders are processed accurately, documentation is complete, and work flows smoothly through the organization.

The ideal candidate combines strong customer service and sales support skills with excellent organization and process ownership, helping maintain order visibility, reduce delays, and support on-time delivery for our customers.

As an CSR Supervisor, you will play a vital role in driving sales and building relationships with our customers. You will be responsible for providing exceptional service, understanding customer needs, and promoting our range of overhead cranes and related products. Your ability to communicate effectively and work collaboratively with team members will be essential to achieving sales targets.

Responsibilities· Own and manage the office work order and paper flow process from order intake through production release, ensuring documentation is accurate and properly routed.

• Serve as the coordination point between customer service, sales, scheduling, and production to ensure efficient order flow.
• Leading the work flow inside the office.
• Act as the primary escalation point for order issues, documentation errors, and customer service concerns.
• Monitor open orders daily and resolve delays or missing information that could impact production or delivery.
• Review incoming orders for accuracy and completeness before releasing them to scheduling or production.
• Maintain visibility of work order status and communicate priorities to support on-time delivery.
• Establish consistent processes for order documentation, approvals, and departmental handoffs.
• Train and support office staff on order processing procedures and documentation standards.
• Identify opportunities to streamline order flow and improve efficiency.
• Maintain accountability for office workflow organizations to support production priorities and customer commitments.
• Engage with customers to understand requirements and provide solutions.
• Conduct outbound calls and follow up on marketing-generated leads.
• Prepare quotes, proposals, and product information for customers.
• Collaborate with the sales team to support revenue growth and market share.
• Maintain accurate CRM records and track customer interactions.
• Provide product knowledge and technical support to customers.
• Stay informed on industry trends, competitor offerings, and market conditions.

Required Skills / Abilities

• Strong organizational and workflow management skills with the ability to manage multiple orders and priorities.
• Ability to take ownership of internal processes and drive accountability across departments.
• Experience coordinating work between office staff, sales teams, and production environments.
• High attention to detail when reviewing orders and documentation.
• Ability to identify process bottlenecks and implement improvements.
• Leadership presence to guide team members and maintain consistent procedures.
• Strong communication skills for coordinating priorities between sales, scheduling, and production.
• Ability to work independently and manage critical workflows with minimal supervision.
• Experience with CRM systems, order documentation, or ERP-based workflows.
• Experience in preparing quotes and proposals for customers.
• Ability to support marketing initiatives and represent the company at trade shows when needed.
• Awareness of industry trends and competitive market conditions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, grasp, handle, feel or operate objects, tools or controls. The employee is occasionally required to balance, stoop, kneel, crouch, reach with hands and arms, walk; lift push or pull objects up to 20 pounds. Hand-eye coordination necessary to operate computers and various pieces of office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus.

American Equipment Holdings is an organization of leading overhead crane and hoist, industrial weighing, and below-the-hook service providers in the United States. Together, our companies provide comprehensive solutions for everything related to customers' overhead crane and hoist, rigging, and weighing and measurement needs, including OSHA mandated inspections, preventative maintenance and repair field services, parts, engineering, ISO certified fabrication, new and replacement equipment, automated systems, system modernizations and training. American Equipment Holdings is one the largest and fastest growing companies in our space with more than 800 dedicated team members that serve thousands of customers throughout the United States.

Proof of right to lawfully work in the United States required.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.