Customer Care & Lead Development Supervisor

We are seeking a Customer Care & Lead Development Supervisor, who is responsible for leading the day-to-day performance and continuous improvement of the Customer Care and Lead Development functions. This role drives Customer THRILL, timely lead qualification and handoff, operational excellence, and effective coordination of open orders and customer-impacting fulfillment issues.

Key Accountabilities:

• Demonstrate effective leadership ability to manage, coach, and develop Customer Care and Lead Development team members
• Own operational performance across Customer Care and Lead Development, ensuring service levels, pre-queue abandons, average call time, case counts, lead response times, quality, and productivity meet or exceed goals
• Be a consistent presence and actively interact with team members to ensure they are engaged, productive, and supported by effective systems and processes
• Proactively manage weekly staffing schedules, coverage, and team capacity based on customer, lead, and business needs
• Manage workload assignments including emails, chats, cases, lead queues and follow-ups, held order workbench, returns, and other priority work
• Oversee lead development from initial follow-up through qualification, documentation, disposition, and timely routing to the appropriate Sales resource; monitor response time, handoff quality, and conversion feedback
• Coach and develop team members, including facilitating training and maintaining individual learning plans
• Listen to and monitor phone calls, perform quality checks on case responses and lead follow-up, and review chat transcripts for quality and coaching opportunities
• Review customer care, lead development, and operational reports and metrics daily; identify trends or issues and take appropriate action to improve performance
• Take action on Billing Interface Error report, Cancelation list report, Invoice Register Detail Report, AR Summary Aging report, and other operational exceptions
• Own Customer NPS performance, including timely response to detractors, identification of trends and root causes, and actions to improve the customer experience
• Own onboarding for Customer Care and Lead Development team members, including the development and continuous improvement of training materials
• Handle escalated customer calls, chats, emails, and cases from CCAs, using good judgement and strong communication skills to ensure timely resolution
• Be a subject matter expert on Customer Care processes, products, items, and systems
• Serve as a key warehouse liaison and work cross-functionally with warehouse, Sales, and operational teams to resolve inventory, fulfillment, shipment, delivery, and other customer-impacting issues
• Lead continuous process improvement efforts to simplify workflows, improve efficiency, and reduce recurring customer and operational issues
• Support order optimization opportunities and proactively manage Open Orders, Order Tracking, held orders, and related customer-impacting issues to ensure timely resolution and clear customer communication
• Handle special projects and other duties as assigned to support the Berlin Packaging Online business and fulfill employee and manager portions of the Berlin Values

Knowledge, Skills, Abilities:

• High School diploma or GED required; BA/BS degree preferred or equivalent relevant experience
• Minimum of 5 years of previous experience in a fast-paced, high-volume Customer Care, customer operations, lead development, sales support, or related environment
• Minimum of 2 years of previous people leadership experience with responsibility for team performance and development
• Demonstrated experience managing customer service, lead development, and operational KPIs
• Strong computer literacy with intermediate Excel skills
• Ability to work independently, prioritize work, and manage multiple operational priorities
• Strong verbal and written communication skills and ability to collaborate across Customer Care, Sales, warehouse, and other departments
• Strong customer focus, business acumen, and follow-up skills
• Experience using customer feedback, NPS, operational data, and performance metrics to drive continuous improvement and business results
• Demonstrated ability to identify root causes, lead process improvements, provide constructive feedback, and hold team members accountable for performance

Working Environment: Office environment