Customer Service Supervisor

Responsibilities

• Oversee daily customer service operations to ensure timely and accurate order processing and fulfillment.
• Partner with IT and external service providers to optimize Oracle ERP processes and related system interfaces.
• Manage escalated customer issues, ensuring quick resolution and root-cause identification.
• Partner with Sales, Supply Chain, Logistics, and IT to resolve order-related challenges and improve cross-functional processes.
• Create and distribute reports to leadership and leverage KPIs to support decision making.
• Identify process gaps and lead initiatives that improve efficiency, accuracy, and customer satisfaction.
• Lead, coach, and develop a team of Customer Service Specialists.
• Foster a positive, accountable, and collaborative team culture aligned with Gorilla’s core values.

Qualifications

Must Have

• Bachelor's degree or equivalent experience.
• Minimum of 4 years of Customer Service or equivalent related experience required.
• Minimum of 2 years of supervisory or related experience required.
• Exceptional communication skills, both written and verbal.
• Proven problem-solving and conflict-resolution skills.
• Strong organizational and time-management skills.
• Team player with a courteous and friendly demeanor and ability to work well with peers and management.
• Good judgment and ability to work independently.
• Strong technical skills, including at least intermediate experience with Excel, Word, and Outlook.
• ERP experience required; Oracle preferred.

Preferred

• Oracle experience is highly preferred.