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Customer Service Supervisor in Hayward, California at MDC Precision, LLC

NewJob Function: Customer Service
MDC Precision, LLC
Hayward, California, 94544, United States
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Job Description

Description:
  • Translates global strategy into actionable operational plans for the team
  • Coordinates day-to-day customer service operations and workflows
  • Coaches, manages and develops the assigned team members
  • Monitors team performance against targets
  • Identifies training needs and supports professional development initiatives
  • Lead the onboarding process for new team members
  • Escalates complex issues and risks to the Global Customer Service Manager
  • Produces regular performance reports and team updates for senior management
  • Handles scheduling, shift planning, and workforce coverage across the team
  • Acts as the primary point of contact for an assigned customer territory
  • Processes sales orders and maintains accurate records across all transactions
  • Prepare quotes, proposals, and sales reports for the team
  • Manages and updates customer data within the CRM system
  • Handles correspondence, scheduling, and administrative tasks for the team
  • Supports the team with customer scalations
  • Ensures accuracy and compliance in all sales documentation and filing
  • Support the Finance team in resolving customer collection issues
  • Reviews backlog at month end and works with the team to ship all shippable items
  • Reviews backlog at the beginning of the month and works with planning to obtain recovery dates for orders past due from the prior month
  • Coordinate and support intercompany reconciliation activities related to customer orders
  • Completes assigned training and development programs
  • Meets and maintains established key performance indicators (KPIs) and service level expectations
  • Available to work across different time zones to support global operations and customer needs
  • Takes on additional responsibilities as business needs evolve, demonstrating flexibility and a willingness to contribute wherever the team needs most
Requirements:
  • Strong knowledge of customer service, order management, inside sales, and account support processes.
  • Experience with ERP systems, reporting, KPI tracking, and Microsoft Office (Excel, Outlook, teams, etc.).
  • Understanding of inventory, lead times, intercompany transactions, and collections support.
  • Strong leadership, onboarding, coaching, and team coordination skills.
  • Excellent communication, problem-solving, and conflict resolution abilities.
  • Ability to manage multiple priorities, high-volume customer interactions, and key account meetings in a fast-paced environment.
  • Strong attention to detail with the ability to analyze data, identify issues, and drive process improvements.
  • Ability to collaborate effectively with Sales, Finance, Supply Chain, and Operations teams.

Job Location

Hayward, California, 94544, United States

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