Customer Service Supervisor - Waterbury, VT bei Cabot Hosiery Mills

The Company:

Founded in 1978, Cabot Hosiery Mills is an American manufacturer of premium socks with uncompromised comfort, durability, and fit. With a family of brands including Darn Tough Vermont, Wide Open, and Cabot & Sons, our mission is to make the world’s best socks, in Vermont, USA, and back them with our Unconditional Lifetime Guarantee. We are family owned, three generations strong, and have yet to produce our best sock.

Job Summary:

We are looking for a forward-thinking, world-class Consumer Service Supervisor. This position requires someone who can provide and inspire legendary service with a strong attention to detail while staying calm under pressure. The CS Supervisor must be a strong leader, creative problem solver, and always maintain a positive attitude. This individual works closely with multiple teams to support our consumers and leads our customer service team to deliver exceptional experiences that align with our company values and premium product.

This role starts at $72,000 to $78,000 annually and is based on experience. 

Key Responsibilities:

Team Leadership & Development

• Lead and mentor a team of 6-9 full-time Customer Service Representatives and an Order Management Coordinator
• Work collaboratively with the Customer Service Manager and other stakeholders to provide exceptional service across all our service channels and maintain service levels.
• Foster a positive team environment that aligns with CHM values and maintains high employee engagement.
• Conduct weekly QA reviews and bi-weekly one-on-ones with all direct reports to ensure continuous development and employee success.
• Support the hiring process and manage the performance of 6-10 seasonal reps during peak season (September – February).
• Prioritize and delegate contacts and tasks to the team to ensure prompt, professional responses to customer inquiries and needs.

Training and Development Oversight:

• Oversee development and delivery of training programs for all customer service staff, including seasonal and BPO personnel
• Manage training materials, resource updates, and e-learning content to reflect current products and procedures
• Evolve QA scoring criteria and evaluation frameworks across all service channels
• Monitor training effectiveness and agent performance through metrics, assessments, and coaching coordination
• Collaborate with department leaders to identify training needs and recommend process improvements
• Maintain training SOPs and ensure alignment with industry best practices

Customer Support Excellence

• Handle escalated consumer inquiries and engage in service recovery when needed.
• Ensure consistent service quality across all channels (phone, email, live chat, social media).
• Monitor and maintain SLAs and response time targets through regular reporting.
• Act as an advocate for our consumers, surfacing critical consumer feedback.

Process Improvement & Innovation

• Proactively identify opportunities to improve internal processes and systems to enhance customer satisfaction, brand loyalty and service-related efficiencies.
• Serve as the Business Process Owner for all Direct-to-Consumer processes, continuously seeking improvements that drive customer satisfaction and operational efficiency.
• Analyze customer feedback and interaction data to identify trends and recommend strategic improvements.
• Prepare regular reports on team performance, customer satisfaction metrics, and service trends for management review.

Qualifications:

• High School diploma or equivalent required, College Degree preferred
• Minimum 3-year supervisory experience in customer service or related field 
• Demonstrated attitude and commitment to providing exceptional customer service
• Proven leader with the ability to positively influence team members, co-workers and customers
• Ability to work independently, manage and prioritize multiple projects, be a team player, and be highly self-motivated
• Adaptability to work effectively in an ever-changing environment
• Knowledge of D2C customer relationship management and ecommerce software such as Shopify and Zendesk
• Proficiency in Microsoft Office Suite (Word, Excel, Teams, Outlook) required
• Strong analytical mindset with attention to detail. Ability to create spreadsheets and interpret data
• Excellent interpersonal, verbal, and writing skills
• Exceptional creative problem-solving skills
• Willingness to work occasional overtime and weekends as required

• This position requires commitment to embrace the company’s culture through the alignment of personal behaviors with the company’s core values. 

Working Conditions:

• Office environment – exposure to machinery, noise and other adverse conditions for periods of time depending on the role 

• Flexible nature to manage competing and changing priorities 

• Travel locally to all of the organization’s sites and locations 
• Occasional travel on as needed basis 

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder.  To maintain organizational flexibility, the organization has the discretion to add, drop or change at any time the duties, responsibilities and expectations of this position. This job description does not constitute an offer of employment, continuous employment or an employment contract. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions of this position.