Job Description

Customer Service Supervisor

We are seeking a motivated and experienced Customer Service Supervisor with a strong background in the outdoor power equipment or machinery/tool industry. The ideal candidate will lead our Customer Care Department, manage service support operations, and deliver a high level of customer satisfaction both locally and nationwide via remote support channels.

Key Responsibilities:

• Lead and support the Customer Care team across various functions.
• Manage third-party customer care center relationships and provide necessary support materials.
• Oversee service networks and distributor relationships for warranty approvals and repair part support.
• Develop and maintain product troubleshooting guides and warranty process documentation.
• Review and revise technical documents.
• Supervise in-house rework operations and spare parts inventory inspections.
• Coordinate with manufacturing teams to report and resolve product issues.
• Provide remote support via live chat for domestic customers.
• Ensure high team morale and continuous improvement in service processes.
• Handle basic technical troubleshooting with a customer-focused mindset.

Requirements:

• 3+ years of experience in a customer or technical service supervisory role within the lawn and garden tools or outdoor power equipment industry.
• Strong verbal, written, and analytical communication skills.
• Familiarity with tools, mechanical troubleshooting, and product support.
• Proficiency in Microsoft Office.
• Experience with FreshDesk (or similar CSR platforms) is a plus.
• Working knowledge of Oracle (or other ERP systems) is an advantage.
• Ability to relocate to or commute to Kennesaw, GA is required.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.

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