Customer Service Supervisor - Contact Center Operations

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

The Customer Service Supervisor leads a team of Customer Service Representatives (CSRs) in our contact center. Focused on Aftermarket phone and email support, this role ensures team goals and service standards are consistently met through close collaboration with internal partners, including Sales, Marketing, Supply Chain, and Operations, to drive process adherence, cross-functional alignment, and continuous improvement that delivers distinctive value.

General Responsibilities

• Supervise daily operations of the Customer Service team, including scheduling, workflow management, and service level compliance.
• Provide coaching, mentoring, and performance feedback to CSRs to support development and maximize performance.
• Conduct performance appraisals, manage recognition programs, and participate in hiring and onboarding.
• Ensure accurate time and attendance tracking and maintain proper documentation.
• Support escalated customer issues and ensure timely, effective resolution in collaboration with internal partners.
• Monitor and report on operational metrics; identify and implement process improvements.
• Ensure team members are properly trained and equipped with the tools and resources needed to succeed.
• Monitor and audit for quality assurance, order accuracy, and customer satisfaction.
• Assist in the development and implementation of procedures that align with departmental and company goals.
• Provide backup support for cross-functional Customer Service functions as needed.
• Participate in cross-functional initiatives and special projects, especially related to technology enhancements.

Required Experience and Education

• Bachelor's Degree in business or related discipline preferred or equivalent professional experience.
• Minimum of 3 years of supervisor experience in customer service or a contact center environment.
• Demonstrated excellence in current position for internal candidates.
• Experience with SAP and FSM preferred.
• Familiarity with Esker, Calabrio, Cisco, or other CCaaS platforms preferred.
• Experience with AI in contact centers and CCaaS expertise strongly preferred.

Required Interpersonal and Behavioral Skills

• Ability to align team efforts with customer needs and organizational goals.
• Skilled in de-escalating challenging situations and driving positive outcomes.
• Highly organized with strong attention to detail and the ability to manage competing priorities.
• Demonstrates professionalism and a customer-first mindset in all interactions.
• Invests in personal and team development; applies coaching skills to grow talent.
• Proven success in implementing process improvements and managing complex workflows.
• Strong cross-functional collaboration and relationship-building skills.
• Analytical thinker with the ability to evaluate multiple perspectives and develop sustainable solutions.
• Self-motivated with a strong sense of ownership and urgency.
• Effective communicator and active listener who values diversity and inclusion.
• Exercises sound judgment in addressing employee or departmental concerns.
• Consistently meets objectives and follows through on commitments.

Competitive base salary commensurate with experience: $61,500 - 91,900

Posted salary ranges are made in good faith. Tennant Sales and Service Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. Total Compensation = Base Salary + Benefits

Benefits = A comprehensive benefits package including health insurance, 401(k), profit sharing, disability, life insurance, paid time off, and voluntary benefits!

Begin your journey with us. Let's reinvent how the world cleans.

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.