Supervisor, Customer Service

At TDW we put people first - that means working everyday to ensure the pipelines that run through our communities are operating safely and reliably.

What sets us apart is our expertise, experience and commitment.

Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.

Purpose
This role is tasked with leading a team of Sales Support Representatives (ISRs) dedicated to fostering an exceptional customer experience.

Primary Responsibilities:

Team Leadership and Development


* Recruits, supervises, evaluates, inspires, and cultivates a high-performing team to ensure alignment with organizational goals and objectives.


* Administers performance evaluations in accordance with the company's Performance Management Program, delivering objective, constructive feedback on employee performance, identifying training needs, highlighting areas for growth, and assessing potential for advancement within the organization.


* Designs and implements individualized development plans through consistent coaching, mentorship, and cross-training initiatives.


* Fosters a collaborative and dynamic team culture to sustain elevated performance levels.


* Champions the continuous improvement framework within the sales support representative team to enhance operational efficiency and effectiveness.

Sales Support Oversight


* Ensures the sales support team proactively meets customer expectations through professional correspondence, comprehensive quotations, precise order fulfillment, and timely delivery of products and services tailored to client specifications.


* Establishes and enforces quoting and order processing standards to deliver a consistent, exceptional customer experience while maintaining team adherence to these protocols.


* Conducts regular audits of completed ISR activities to verify accuracy, responsiveness, and alignment with service excellence benchmarks.

Reporting and Analysis


* Provides accurate and timely analysis of key performance indicators (KPIs) via dashboards to reinforce the company's customer service vision and uphold efficient, high-quality service delivery.

Metrics include quote turnaround time, sales order entry accuracy, and responsiveness.


* Performs periodic process audits and drives actionable improvements to optimize workflows.


* Compiles and presents financial and sales performance data to Business Unit leadership and internal stakeholders with clarity and precision.

Operational Excellence


* Maintains a deep understanding of TDW Western Hemisphere product offerings, technologies, performance specifications, limitations, and applications.


* Sustains technical proficiency through ongoing professional development and self-directed learning.


* Promotes continuous improvement across processes, team performance, customer responsiveness, interdepartmental relationships, and communication strategies.


* Collaborates wit...