Textron Customer Service Supervisor in Rockford, Illinois

Customer Service Supervisor



Under general supervision of the customer & technical support manager, this position is the primary contact for both staff and customers, maintains and enhances customer services by organizing and evaluating service and delivery systems and procedures; and supervising the daily activities of staff including: resolving customer and field sales issues concerning matters such as stock availability, ship dates, pricing, and technical applications of a wide variety of products. This position reviews customer correspondence and suggestions and schedules & distributes work amongst the support staff as needed based on experience and expertise. Advises subordinates on handling of difficult customer complaints or may handle complaints personally. May follow up with customers to assure satisfactory problem resolution. Recommends, and may conduct or oversee, specialized training of Representatives.


This position reports to the Manager of the Customer & Technical Support Center. Supervises Customer Service Representatives and works in partnership with Repair Supervisor & other Customer Service Supervisor.


The Supervisor of Customer Service interacts directly with sales employees, distributors, and end users. Works closely with others within the department. Interfaces directly with supply chain, accounting, marketing, traffic, distribution and other departments as needed.

This position must be able to respond to customer inquiries in a calm, professional, and courteous manner while acting in the best interests of the employer.


  • Leads a team tasked with providing exceptional support to internal and external customers.

  • Oversees a select group of Customer Service Reps including but not limited to providing daily guidance and performance feedback

  • Responds to inquiries from Customer Service Reps, sales, supply chain, product management, accounting, marketing, traffic, distribution, other departments, and end users in a timely fashion and is resourceful and creative in handling unique or complex issues.

  • Coordinates with Supply Chain, Product Management, Marketing & Distribution on any of the following: shipments, past due items, new product launches and discontinued parts

  • Identifies on-going training & development needs, recommends and coordinates same including but not limited to technology and products.

  • Ensures the effective implementation and adoption of systems; while identifying and implementing continuous improvement opportunities

  • Expedites orders and performs other related duties. Uses computers and a variety of programs to perform essential job functions.

  • Responsible for ensuring queues are managed, workload is balanced and KPIs are met

  • Assists Customer Service Manager and the other Customer Service Supervisor relative to interviewing new hires, performance reviews and recommending corrective actions as necessary.

  • Maintains work, vacation and personal absence schedules for department in a manner that provides adequate coverage of vital functional areas.

  • Maintains on-going knowledge of marketing/sales programs.



  • Bachelor’s degree desired

  • Requires demonstrated leadership experience.

  • Sales experience a plus.

  • 2 years’ experience in a customer service environment

  • Must have excellent oral and written communication skills, along with excellent telephone etiquette.

  • Requires the ability to respond to customer inquiries in a calm, professional, and courteous manner, keeping company policies in mind.

  • Must have the ability to understand the company policies, prices and special promotions/terms.

  • Time Management

  • Problem Solving

  • Decision Quality

  • Building Effective Teams

  • Motivating Others

  • Process Management

  • Developing Direct Reports

  • Drive for Results

  • Business Acumen

  • Hiring & Staffing

  • Conflict Management

  • Presentation skills

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Job Product Support

Primary Location US-Illinois-Rockford

Recruiting Company Textron Tools & Test: Greenlee

Schedule Full-time

Job Level Manager with Direct Reports

Shift First Shift

Req ID: 266343