Supervisor, Customer Service

About the Role

Entegris is seeking a Customer Service Supervisor to join our North America Customer Service team. In this role, you will supervise a team of Entegris Professionals focusing on resolving Customer inquiries, complex issues, and ensuring the highest levels of customer satisfaction. You will utilize tools such as SAP and collaborate across multiple departments and Regions to meet critical Customer needs.

Key Responsibilities

Leadership & Team Development

• Supervise and mentor a team of Customer Service Representatives (CSRs) and Senior CSR's across regions, fostering a culture of collaboration, accountability, and continuous learning.

• Conduct regular performance reviews, career development discussions, and salary evaluations.

• Organize and lead team meetings to share updates, align priorities, and drive engagement.

Operational Excellence

• Ensure adherence to global policies, procedures, and service standards.

• Optimize workload distribution, manage absences, and maintain adequate coverage for customer inquiries and operational tasks.

• Act as a key resource for escalations, providing guidance and solutions to complex customer issues.

Customer Experience

• Serve as a primary point of contact for customer service inquiries, ensuring timely and accurate resolution for assigned Customers

• Partner with internal teams to deliver seamless customer experiences.

• Monitor and improve service metrics, including order accuracy, response times, and complaint resolution.

• Manage and Execute normal CSR tasks for assigned Customers

Training & Development

• Identify training needs and implement onboarding programs for new hires.

• Provide ongoing coaching and skill development to enhance team performance.

• Act as a subject matter expert for systems (e.g., SAP) and processes.

Continuous Improvement

• Perform additional tasks and participate in project activities as assigned

• Support ISO certification and compliance initiatives.

• Collaborate with global counterparts to share best practices and implement improvements.

Qualifications

• Bachelor's degree or equivalent experience.

• 5+ years in customer service or sales support, with at least 2 years in a leadership role.

• Strong knowledge of SAP (Sales & Distribution module preferred).

• Proven ability to lead diverse teams

• Excellent communication, problem-solving, and organizational skills.

• Ability to prioritize and execute in a fast-paced environment.

Success Metrics

• Customer Satisfaction: Deliver consistent, high-quality service globally.

• Operational Accuracy: Maintain high order entry accuracy and minimize customer complaints.

• Team Performance: Develop and retain top talent through coaching and engagement.

• Innovation: Implement process improvements that enhance global service delivery.

WHY WORK AT ENTEGRIS?
Lead. Inspire. Innovate. Define Your Future.
Not everyone who works for a global company shares the same background, experiences and perspectives. We leverage the differences of our employees to bring new ideas to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision-making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we operate as an organization - not just when it's convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.

WHAT WE OFFER
Our total rewards package goes above and beyond just a paycheck. Whether you're looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.

• Compensation: $80,000 - $100,000 per year with actual pay dependent on candidate overall skills for the role
• Annual bonus eligibility
• Progressive paid time off policy that empowers you to take the time you need to recharge
• Generous 401(K) plan with an impressive employer match with no delayed vesting
• Excellent health, dental and vision insurance packages to fit your needs
• Education assistance to support your learning journey
• A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence

Entegris does not provide immigration-related sponsorship for this role. Do not apply for this role if you need Entegris immigration sponsorship (e.g., H1B, TN, STEM OPT, etc.) now or in the future.

At Entegris we are committed to providing equal opportunity for all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.

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