Customer Service Supervisor

Supervisor Of Customer Service

Martin Marietta Magnesia Specialties, LLC, a leading manufacturer of magnesia and specialty products, is seeking a proactive, hands-on Supervisor of Customer Service for our Raleigh, NC office. This in-office working manager role oversees a team of five sales coordinators while also participating in daily operations, including customer service, order processing, and shipment coordination. The ideal candidate will be highly organized, capable of building team capability, ensuring operational accuracy, and serving as a key liaison between customers, the sales team, and internal departments.

Leadership & Team Management

• Lead and mentor the customer service coordination team; provide direction, coaching, and development to support individual and team performance.
• Establish clear performance expectations and monitor daily work output, accuracy, and responsiveness.
• Drive a customer-focused culture, ensuring service levels and relationships meet or exceed expectations.
• Collaborate with the broader sales, logistics, and production teams to ensure cross-functional alignment.
• Conduct regular performance reviews and provide feedback, training, and support as needed.
• Identify and implement process improvements to enhance workflow efficiency and accuracy.

Working Manager Duties

• Actively manage a set of customer accounts, handling order processing, shipment coordination, and inquiry resolution.
• Manage escalated customer issues, including credits and rebills, with a solution-oriented approach.
• Assist with key account support, including documentation, follow-ups, and communication.
• Maintain detailed records and ensure ERP system accuracy for all customer orders and transactions.

Operational Oversight

• Develop and monitor KPIs to measure service performance, efficiency, and accuracy.
• Ensure compliance with company policies, procedures, and safety standards.
• Participate in and support audits, reporting requirements, and other administrative tasks.

Required Education & Experience

• Bachelor's Degree preferred.
• 3+ years of relevant experience in customer service, inside sales, or order management roles.
• Prior experience in a supervisory or leadership capacity preferred.

Knowledge, Skills & Abilities

• Strong leadership, interpersonal, and team-building skills.
• Excellent verbal and written communication skills.
• Advanced proficiency in Microsoft Excel, including KPI creation, reporting, and analysis; ERP system experience strongly preferred.
• Solid math skills for pricing, weights, conversions, and data analysis.
• Strong organizational and problem-solving abilities with attention to detail.
• Ability to manage multiple priorities and meet deadlines.
• Working knowledge of international logistics and basic accounting concepts (e.g., customs documents, billing, credits).

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Occasional bending, lifting, or reaching as needed.
• Must pass background check, physical exam, and drug screening.

Additional Information

• Limited travel may be required.

In return, we offer a highly competitive benefits package, including:

• Medical
• Prescription Drug
• Dental
• Vision
• Health Care Reimbursement Account
• Dependent Care Reimbursement Account
• Wellness Programs
• Employee Assistance Plan
• Paid Holidays and Vacation
• 401(k) with Company matching
• Pension
• Salary Continuation – Short-Term Disability
• Long-Term Disability Options
• Employee Life Insurance
• Spouse & Dependent Life Insurance
• Business Travel Accident Insurance
• Direct Deposit Payroll
• Educational/Tuition Assistance Plan
• College Scholarship Program – for dependent children
• Matching Gift Program
• New Auto Purchase Discount Plans

At Martin Marietta, we are proud to be an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and teammates. We celebrate diversity and commit that qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.