Customer Care Supervisor

Location: Jacksonville, FL
Job Type: Full-Time | Direct Hire

About the Role

Our client is seeking a Customer Care Supervisor to lead and oversee daily operations of a high-performing customer care and order management team. This role is responsible for setting the tone of the department, driving service excellence, and ensuring a consistent, high-quality experience for both customers and internal stakeholders.

You will play a key leadership role in managing team performance, optimizing processes, and partnering cross-functionally with Sales, Warehouse, and Operations to support overall business success.

Key Responsibilities

• Lead daily operations of the Customer Care team, including workload distribution, scheduling, and resource planning
• Provide hands-on leadership through coaching, mentoring, and performance management
• Oversee onboarding, training, and ongoing development of team members
• Ensure consistent coverage and performance within the customer contact center
• Monitor team and individual KPIs, including order accuracy, call handling, and customer satisfaction
• Maintain and improve SOPs, work instructions, and compliance documentation
• Analyze performance data and present insights, trends, and improvement opportunities to leadership
• Manage post-sale order corrections including pricing, billing, freight, and tax adjustments
• Serve as Subject Matter Expert (SME) for order entry, returns, and related workflows
• Utilize ERP systems (SAP preferred) for order processing, reporting, and issue resolution
• Lead process improvement initiatives to enhance efficiency and customer experience
• Support system updates and participate in QA/UAT testing

Qualifications

Required:

• High School Diploma or equivalent
• Strong background in customer service, order management, or contact center environments
• Proven leadership experience managing and developing teams
• Experience working with ERP systems (SAP strongly preferred)
• Proficiency in Microsoft Office

Preferred:

• Experience with shipping/logistics systems or supply chain platforms (e.g., GHX, Coupa, Vizient)

Key Skills & Competencies

• Exceptional customer service and ability to handle escalations effectively
• Strong communication and interpersonal skills
• High attention to detail with a focus on accuracy and compliance
• Problem-solving and decision-making capabilities in fast-paced environments
• Ability to manage competing priorities and adapt to change
• Data analysis and reporting skills

Work Environment & Physical Requirements

• Primarily office-based with extended periods of sitting and computer use
• Regular use of phone and computer systems
• Ability to maintain consistent attendance and productivity

Why This Role

• Opportunity to lead and shape a critical customer-facing function
• High visibility across cross-functional business teams
• Strong focus on process improvement, leadership development, and operational impact
• Collaborative, fast-paced environment

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Amy Smith