Customer Service Supervisor

Bradshaw Home

Customer service supervisor leading CSR teams and order-management operations at Bradshaw Home. Driving KPIs, timely order processing, escalations, training, and continuous process improvement.

Posted 8/5/2026full-timeRancho Cucamonga • California • 🇺🇸 United StatesMid-LevelSenior💰 $26 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team-building capabilities while effectively managing customer service operations, ensuring compliance, and optimizing workflows. Proficient in performance management, order processing, and utilizing order management software to enhance team efficiency.

Highest-signal resume keywords

Customer Service ManagementOrder ProcessingPerformance ManagementTeam LeadershipMicrosoft Office Suite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order Management SoftwareERP SystemPerformance ReviewKPI ManagementWorkflow Optimization

Soft Skills

Excellent Communication SkillsInterpersonal SkillsProblem-Solving SkillsOrganizational SkillsMultitasking Ability

Tools & Technologies

Microsoft OutlookMicrosoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft Access

Industry Keywords

Customer ServiceTeam PerformanceTime ManagementEscalation ManagementStandard Operating Procedures

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Coordinate scheduling and daily workflow of a team of customer service representatives.
Review and approve timecards and time-off requests and monitor attendance.
Train new customer service representatives and coordinate cross-training and backup coverage.
Manage team performance KPIs, identify improvement areas, and implement corrective actions.
Hold bi-weekly one-on-one check-in meetings.
Write and deliver annual performance reviews.
Ensure orders are processed within 24 hours and released to WMS three days before the requested ship date.
Monitor sales order bookmarks in OMS and review daily open-order reports.
Review past-due orders and follow up with the shipping team.
Ensure internal and customer emails are answered within 24 hours and team follow-ups are completed promptly.
Serve as a point of contact for escalations, issue resolution, and process clarification.
Review customer requirements and coordinate with other departments to ensure compliance.
Document and maintain standard operating procedures.
Maintain Customer Information OneNote for all customers.
Identify training needs and coordinate development opportunities.
Improve workflows, systems, and processes for greater efficiency.
Track and document escalations, resolutions, and follow-ups.
Provide day-to-day leadership, coaching, accountability, and development for assigned representatives.

Requirements

What you’ll need

High school diploma or GED
5+ years of relevant customer service experience, emphasizing order processing/order management
2+ years of supervisory experience preferred but not required
Working knowledge of Microsoft Office Suite, including Outlook, Excel, Word, PowerPoint, and Access
Experience with order management software and an ERP system
Performance management and annual performance review experience preferred but not required
Excellent written and verbal communication skills
Strong work ethic and results-oriented approach
Ability to motivate a team toward individual and company-wide goals
Exceptional interpersonal and leadership skills
Ability to multitask effectively in high-pressure situations
Sound judgment and decision-making skills
Leadership and team-building skills
Strong problem-solving and analytical skills
Excellent organizational and prioritization skills
Ability to hold team members accountable
Ability to provide timely, constructive feedback and recognize achievements
Ability to identify team needs and ensure access to training, tools, and resources
Strong attention to detail
Self-starter with high energy
Lead-by-example attitude

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401(k) with company matching
Accrued vacation
Floating holidays
Designated company holidays
Training and development opportunities
Collaborative, growth-oriented, and innovative company culture