Project Supervisor (Customer Service) - Morin Corporation

Summary/Objective: The Project Supervisor is responsible for leading a team of Project Coordinators while managing complex customer projects from order entry through production and shipment. This role ensures project accuracy, schedule adherence, and high levels of customer satisfaction by providing daily guidance, oversight, and problem-solving support to the team.

Project Supervisors serve as the first level of leadership within the Customer Service department and are responsible for coordinating workload, resolving project issues, and maintaining accurate project data. In addition to supervising their team, the Project Supervisor directly manages higher complexity projects and key customer relationships.

The role works closely with Sales, Technical, Production, Shipping, and Purchasing to ensure projects move efficiently through the organization.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership and Supervision

• Supervise and support a team of Project Coordinators to ensure accuracy, efficiency, and adherence to company procedures.
• Serve as the first point of escalation for project issues, customer concerns, and operational challenges.
• Monitor team workload and assign or redistribute projects as needed to meet deadlines.
• Provide training, coaching, and ongoing development for Project Coordinators and Data Entry Assistants.
• Maintain training documentation and ensure completion of onboarding and technical training programs.
• Conduct regular spot checks of project data entry and documentation to ensure accuracy and compliance.
• Identify process improvement opportunities and help implement departmental SOPs.
• Foster collaboration and communication across the team and with internal departments.

Project Oversight and Coordination

• Oversee the progress of projects within the team to ensure orders move efficiently from order entry through production and shipment.
• Monitor backlog and project schedules to identify risks to delivery timelines. Follow up with customers on job status weekly or monthly, as appropriate.
• Ensure key project milestones such as engineering review, drafting, customer approvals, and production scheduling occur on time.
• Coordinate project kickoff discussions when required to align internal departments.
• Support team members in troubleshooting order discrepancies, scheduling issues, or production conflicts.
• Monitor departmental KPIs such as order accuracy, fake dates, and on-time project completion, and take corrective action when needed.

Individual Project Management

In addition to supervisory responsibilities, the Project Supervisor manages their own portfolio of complex or high-priority projects. Responsibilities include:

• Reviewing and processing complex or engineered shop drawing orders.
• Communicating directly with customers to manage expectations, timelines, and project requirements.
• Entering and maintaining customer/project data in SAP and related systems with accuracy.
• Verifying pricing, quantities, and project documentation.
• Ensuring production documentation (“Books to Shop”) is accurate and complete.
• Tracking project schedules and updating delivery timelines as needed.
• Coordinating with Procurement on material availability and accessory items.
• Monitoring production and shipping progress to ensure customer deadlines are met.

Customer Relationship Management

• Maintain consistent communication with customers throughout the project lifecycle.
• Provide updates regarding order status, pricing adjustments, scheduling changes, material issues and delays.
• Address customer concerns and resolve issues in a timely manner.
• Record and track customer complaints in Salesforce and collaborate on resolution strategies.
• Develop strong working relationships with Sales Representatives to understand customer expectations.

Operational Coordination

• Work cross-functionally with Engineering, Production, Purchasing, Shipping, and Warehouse teams.
• Confirm credit approval or payment arrangements before order processing.
• Submit coil order requests to Purchasing, coordinate accessory items if needed.
• Review shipping orders, documentation and freight costs for accuracy.
• Communicates special shipping or packaging requirements to production.
• Assist in generating departmental reports, KPIs, and performance data.

Company Expectations

• Support company initiatives including process improvements and sustainability efforts such as the Planet Passionate program.
• Participate in company training programs to maintain and expand technical knowledge.
• Comply with all safety policies and procedures.
• Follow the Group Code of Conduct and Group Compliance.
• Follow Compliance requirements per GC IMS 012 Section 2 Roles and Responsibilities
• Other duties as assigned

Competencies

1. Ability to understand applicable project documents
2. Strong customer/client focus with a high Level of interpersonal skills.
3. Flexibility and resiliency
4. Ability to lead a team
5. Excellent verbal and written communication proficiency
6. Technical capacity

Supervisory Responsibility: This position directly supervises a team of Project Coordinators. The Project Supervisor reports to the Customer Service Manager and serves as the first level of leadership and project oversight within the Customer Service project management structure.

Work Environment: This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand as needed. This position may require walking primarily on a level surface for periods of time as well as reaching above shoulder heights or below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. This position may occasionally lift up to 20 pounds for files and computer printouts.

Project Supervisor is expected to walk the warehouse occasionally to ensure orders are being fabricated and shipped as scheduled. Protective eyewear and steel-toed boots are a mandatory requirement and are to be utilized where indicated by safety department.

Position Type and Expected Hours of Work: This is a full-time position. Days and typical hours of work are Monday through Thursday, 8:00 a.m. to 5:00 p.m. and Friday 7:00a.m. to 4:00 p.m.

Travel: Occasional or infrequent travel may occur for further training or to enhance customer relations.

Required Education and Experience

• College degree, and
• Three to five years related experience and/or training, or
• Equivalent combination of education and experience

Preferred Education and Experience

• Must be proficient in Microsoft Office applications and Outlook
• SAP or other equivalent ERP software knowledge is required
• Must have experience working on projects with building envelope materials, preference to Kingspan or Morin specific knowledge

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

We offer a comprehensive benefits package including 401k with company match, Medical, Dental, Vision, Identity Theft Protection, Critical Illness, Accident, Hospital Indemnity, Pregnancy and Parental Leave, Fitness Reimbursement, Educational Assistance, Life, AD&D, Short- and Long-Term Disability, and Life Assistance Program.

Morin by Kingspan is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.