Supervisor, Customer Service (B2B)

TL;DR

Supervisor, Customer Service (B2B): Leading a high-performing customer service team to ensure operational excellence and customer satisfaction within the water quality industry with an accent on team development and performance metrics. Focus on coaching representatives, managing complex escalations, and driving continuous improvement in order management processes.

Location: Hybrid role requiring 3 days onsite and 2 days remote per week in Loveland, Colorado

Salary: $92,000 - $102,000 USD per year

Company

A Veralto company dedicated to ensuring water quality globally through innovative and reliable analysis solutions.

What you will do

• Lead, coach, and develop a team of Customer Service Representatives to achieve service, quality, and productivity goals.
• Manage day-to-day performance through hiring, onboarding, training, and performance reviews.
• Monitor operational metrics and KPIs to identify trends and performance gaps.
• Serve as an escalation point for complex customer situations, balancing customer satisfaction with business objectives.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Collaborate cross-functionally to support departmental objectives and strategic initiatives.

Requirements

• Must be based in or able to work in Loveland, Colorado.
• Minimum 5 years of customer service experience with progressive responsibility.
• Proven proficiency with order entry and order management processes.
• Experience working with Order Management systems such as Oracle, Salesforce (SFDC), Noetix, or similar platforms.
• Bachelor’s degree preferred.
• Previous supervisory, team lead, or people leadership experience preferred.

Nice to have

• Experience leading customer support or customer operations teams.
• Background in manufacturing, industrial, healthcare, life sciences, or other B2B environments.
• Experience managing service metrics and customer satisfaction KPIs.
• Experience supporting operational excellence or process optimization initiatives.

Culture & Benefits

• Flexible working arrangements (hybrid model).
• Comprehensive health benefits and 401(k) plan.
• Professional onboarding, training programs, and career coaching.
• Collaborative and purpose-driven corporate culture focused on global water safety.