Customer Service Supervisor

Title: Customer Service Supervisor

Job Category: CUSTOMER SERVICE

Requisition Number: CUSTO004224

Full-Time

Hybrid

Salary: $50,000 USD per year

Locations

Worcester, MA | WORC

Worcester, MA 01607, USA

Job Description:

Our customer service team is passionate about delivering exceptional customer experiences. As our Customer Service Supervisor, you would lead a team that supports our customers and sales team. In this role, you'll be the driving force behind a dedicated support team—mentoring, motivating, and guiding them to exceed service expectations. You’ll collaborate cross-functionally with Sales, Purchasing, and Distribution to ensure accurate order processing and customer satisfaction, all while helping shape and improve the processes that fuel our continued growth. If you're a strong communicator, problem-solver, and leader who enjoys making a difference daily—this is your opportunity to lead with purpose.

About Imperial (IDI)

Imperial is a recognized leader in supermarket non-foods distribution and merchandising. For over 85 years, we’ve helped our partners grow smarter and stronger—offering unmatched product selection, customized programs, and expert retail support across health, beauty, wellness, general merchandise categories. IDI supports over 50 regional and independent retail grocery banners with products from major national CPG brands as well as customized private label and seasonal program options.  

What sets us apart? Our singular focus is on providing retailers with the value, innovation, and differentiation they need to thrive in today's dynamic marketplace.

Our Mission prioritizes people, embraces change, and fosters growth. And our Vision is to redefine partnership with a lasting impact on our customers, communities, and the industry. At the center of it all is our amazing team.

Essential Responsibilities

• Provides daily direction and communication to team members so that customer service calls are answered in a timely, efficient, knowledgeable, and accurate manner.
• Answering incoming customer calls, taking, and processing customer orders and responding to customer and team members questions.
• Work collaboratively with Purchasing, Accounting, Sales Management and Distribution Center Personnel to assist in order coordination, customer questions, inventory inquiries and resolving customer related problems by successfully navigating and utilizing the AS400 System.
• Provide performance feedback and coaching on a regular basis to each team member.
• Ensure that team members have appropriate training and other resources to perform their jobs.
• Respond to and resolve issues/ questions expressed by team members and create and maintain a high-quality work environment so team members are motivated to perform at the highest level.
• Address disciplinary and /or Performance problems according to company policy.
• Assist in establishing work procedures, SOP’s and processes that support company and departmental standards and strategic goals.
• Document in SOP template all processes that CS department is responsible for as well as perform a yearly revision of existing SOP’s to ensure they are all up to date.
• Provide timely feedback to the Customer Service Manager regarding service issues or customer concerns.
• Partner with Sales Service Representatives and /or regional sales managers to meet and exceed customer service expectations.
• Work with DC management team to coordinate seasonal loads in remote seasonal facility (cubic reports, order conversion, order processing and delivery).
• High level of discretion pertaining to confidential information
• Perform other related duties as assigned.

Qualifications

• 3–5 years of supervisory experience in a customer service environment
• Strong attention to detail with a commitment to accuracy and thoroughness
• Excellent communication skills, with the ability to make sound, informed decisions
• Skilled in telephone etiquette, verbal communication, active listening, and maintaining a high level of professionalism and customer focus
• Intermediate in Microsoft Outlook and Word and Excel (intermediate to advanced), with solid data entry capabilities
• Proven ability to effectively prioritize, respond to and meet deadlines while maintaining the highest standards of completeness and accuracy, including flexibility with completing deadlines (Ex: Work late if necessary)
• Proven ability to effectively prioritize, respond to and meet deadlines while maintaining the highest standards of completeness and accuracy.
• Approaches both positive and challenging situations with clarity, empathy, and composure

Why Join Us

• Hybrid Schedule: 1 remote day per week for better balance
• Growth Culture: Opportunities for professional advancement
• Employee Perks: Discounted product store, food events, and summer food trucks
• Comprehensive Benefits: Health, dental, vision, 401(k), PTO and more

**A full comprehensive job description will be available during the interview process, this is a condensed job posting.