Customer Service Supervisor

EMPLOYMENT STATUS & WORK HOURS

Hourly | Full-Time

Schedule: Monday–Friday, 8:00 AM – 4:30 PM

GET TO KNOW US

Come be a part of the #1 FASTSIGNS location globally, right here in Everett!

Who are we? We are an employee rewarding, growing organization that is winning nationally in the world of signs and graphics. We believe a team like we've built can sincerely improve the lives of our employees and our customers - that's why we've made "improve life, together" our purpose. What do we do here? We deliver visual communication solutions - we work in an amazing industry that merges the functional with the creative. We are manufacturing pros and we are production artists. We deal with the complexity of technology and color while we obsess over the basics of good process and loving people. We have BIG plans to continue to be an eyebrow raising, inventive, growing company and we can’t do it without the best people and team.

We are looking for a passionate co-worker, great communicator and an excellent person to be a critical part of our team; someone special to take REALLY good care of our craft and customer. Here at FASTSIGNS, we have high expectations for customer obsession and company culture. We have chosen a culture of –

• Communication (the key to our success)
• Performance (help us grow as individuals and as an organization)
• Kindness (a place where everyone can thrive) as the foundation on which to build)

Creating this type of workplace takes hard work and dedication from everyone involved, but we are committed to the process.

We’ve built something special; perhaps you can be part of it.

POSITION SUMMARY

As the Customer Service Supervisor, you’ll oversee the daily operations of our customer order processing and fulfillment team. This leadership role is essential to ensuring orders are entered accurately and fulfilled efficiently, while also cultivating a strong team culture of service, accountability, and continuous improvement.

Supervisory Responsibilities

• Lead recruiting, onboarding, and training for new customer service team members
• Oversee workflow and daily task distribution in coordination with the Order Assignment Coordinator
• Conduct timely performance evaluations and manage documentation of employee development
• Provide feedback and performance reporting for remote (Doxa/Sagen) support agents
• Prepare and present team metrics for the daily morning SIOP meeting
• Manage customer escalations and claims with professionalism and efficiency
• Maintain and manage staff schedules to ensure proper coverage at all times

Essential Duties & Responsibilities

• Supervise the full order lifecycle from receipt to fulfillment
• Ensure order accuracy and adherence to fulfillment timelines
• Collaborate with Production, Sales, and Shipping to optimize workflows
• Establish and refine best practices for quality and efficiency
• Assist with processing orders during peak or highvolume periods
• Perform order audits and conduct weekly WIP reviews with agents
• Address workflow bottlenecks and implement resolutions
• Hold twicemonthly 1:1 meetings with team members to review performance, celebrate achievements, and set goals
• Coordinate and support Initiative orders, working crossfunctionally with Procurement,

Production, and Logistics teams

• Serve as a backup for the Order Assignment Coordinator, assisting with escalated customer communications
• Utilize Chime/Slack, phone, and email to communicate with customers
• Manage and distribute daily Consumer Fusion Feedback reviews
• Perform other duties as assigned

COMPENSATION & BENEFITS

• $32 $37 an hour
• Comprehensive benefits including Medical, Dental and Vision Insurance
• Various voluntary insurance benefits including shortterm disability, life ad&d, critical illness, accident
• Paid Time Off: Accrue up to 15 days per year
• 7 paid holidays plus 1 Floating Holiday
• Opportunities for career advancement
• 401(k) Retirement Plan with up to 5% company match

MINIMUM QUALIFICATIONS

Required Skills & Abilities

• Outstanding interpersonal and customer service skills
• High attention to detail and strong organizational abilities
• Effective task delegation and prioritization
• Proven leadership and team management experience
• Proficiency with Google Suite, Hubspot (CRM), Corebridge, PrintIQ, Slack, Google Meet, or similar platforms

Education & Experience

• High school diploma or equivalent required; Bachelor's degree preferred
• Minimum 3 years of supervisory experience in a customer service setting (order processing experience strongly preferred)

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting and computer work
• Ability to lift up to 15 lbs occasionally

The Company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

About Fastsigns Everett-Lancaster-York

Come be a part of the #1 FASTSIGNS location globally! Who are we? We are an employee-rewarding, growing organization that is winning nationally in the world of signs and graphics. We believe a team like we've built can sincerely improve the lives of our employees and our customers - that's why we've made "improve life, together" our purpose. What do we do here? We deliver visual communication solutions - we work in an amazing industry that merges the functional with the creative. We are manufacturing pros and we are production artists. We deal with the complexity of technology and color while we obsess over the basics of good process and loving people. We have BIG plans to continue to be an eyebrow raising, inventive, growing company and we can’t do it without the best people and team. Creating this type of workplace takes hard work and dedication from everyone involved, but we are committed to the process. We’ve built something special; perhaps you can be part of it.