Supervisor, Customer Service

At ITT, we have a clear purpose as an organization - to provide our customers with cutting-edge solutions to help solve their most critical needs across key global end markets. Our continuous improvement mindset drives our commitment to evolving our capabilities as a multi-industrial technology, manufacturing and engineering leader. With a strong global footprint of more than 100 facilities, we are well positioned to solve critical challenges for our customers around the world. Our locations include manufacturing facilities and global service capabilities in 35 countries. Through these worldwide operations and building on our heritage of innovation, our approximately ~11,000 team members partner with our customers to deliver enduring solutions that make a lasting difference and help the world move forward. ITT is headquartered in Stamford, CT, with sales in approximately 125 countries. The company generated 2024 revenues of $3.6 billion.Motion Technologies: (Revenue of $1.4B; headcount of ~ 4,000; operates in 13 countries) manufactures brake components and specialized sealing solutions, shock absorbers and damping technologies primarily for the global automotive, truck and trailer, public bus and rail transportation markets.Industrial Process: (Revenue of $1.4B; headcount of ~3,400; operates in 30 countries) manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical, energy, mining, and other industrial process markets and is a provider of plant optimization and efficiency solutions and aftermarket services and parts.Connect and Control Technologies: (Revenue of $0.8B; headcount of ~ 3,800; operates in 10 countries) manufactures harsh-environment connector solutions, critical energy absorption, flow control components, and composite materials for the aerospace and defense, general industrial, medical, and energy markets.The Customer Service Supervisor position is responsible for providing quality and efficient service to customers (internal and external) through the daily management of a team of employees to include coaching, training and problem solving. This position is also responsible for determining the best method to resolve problems to ensure customer satisfaction and adherence to organization policies. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of training.Manages the Irvine’s Customer Service RepresentativesResponsible for hiring, training and the optimal deployment of the teamShares continual responsibility for how to manage employees ensuring inquires and escalations are handled efficiently and effectivelyLeads by example creating a high-quality work environment so team members are motivated to perform at their highest levelUse appropriate judgment in upward communication regarding departmental or employee concerns.Monitors and ensures achievement of departmental KPIsPartners with sales team and manufacturer representatives on leads, customer opportunities, and POS and demand analysisCollaborates with our distributor partners and customers to exceed service expectations and earn preferred supplier statusManages daily order processing and interaction with customersPerforms customer inventory analysis to drive new stocking orders, replenishment orders, and scrap allowanceProvides price quotes to customers per delegation of authorityProvides customer support for product, pricing and order statusPresents/attends customer webinars, trainings and meetings as requiredWorks with customers to solve product returns, shipping inquiries and order status questionsProvides continual evaluation of process and procedures, driving continuous improvement and customer centricityAssists Customer Service Manager with daily operations as requiredSubject matter expert on Customer Service systems, policies, and procedures in the order to cash value streamDetermines the best method to resolve problems and ensure customer satisfaction while adhering to organization policiesDrives continuous improvement approach to processes and procedures, suggesting new methods to improve area operations, efficiency, and service to both internal and external customersProvides direction to manufacturer’s representative inside sales team to improve communications, drive best practices and ensure efficiency and complianceOther tasks assigned by the customer service administration.Bachelor’s degree or equivalent5 years’ customer service experience in a manufacturing environment or equivalentPrior customer service leadership with demonstrated experience leading and implementing changeStrong SAP knowledge and experienceExperience in customer master governance and maintenanceProficiency in Microsoft Excel, PowerPoint and WordExcellent customer service, problem solving and negotiation skillsAbility to lead and problem solve in unstructured environmentsStrong oral and written communication skillsTravel periodically, up to 10%.Location: preferred location is Irvine, California or surrounding area#LI-RL1We aim to pay our ‘ITT’ers’ fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on ‘what’ they accomplish, but also on ‘how’ they reflect ITT’s values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.Annual Salary range is from $93,800.00 to $140,000.00, plus benefits & incentive plan.

Created: 2025-10-04