Customer Service and Support Supervisor

At Whip Mix, innovation isn't just what we doit's who we are. For over a century, we've been a trusted partner to dental professionals worldwide. From designing and manufacturing cutting-edge digital solutions to tried-and-true lab essentials, we bring craftsmanship, technology, and customer care together in one place. We're proud to be a family-owned, Louisville-based company with a global reach, serving dental labs, universities, and clinicians across more than 80 countries. Our mission? To combine quality and creativity with a service-first mindset that makes a real difference in people's lives. If you're looking to join a team where tradition meets innovation, and where every day brings new opportunities to grow, Whip Mix is the place for you. We're looking for a hands-on Customer Service & Support Supervisor who leads by example, works shoulder-to-shoulder with the team, and keeps customers, sales, and operations moving in sync. What you'll be doing: Coach, train, and support Customer Service Specialists, Sales & Operations Support Coordinators, and technical support team members while actively handling customer inquiries yourself. Own the customer experience - From order processing to issue resolution, you'll ensure customers feel heard, supported, and confident in our brand. Partner closely with Production, Shipping, Sales, Accounting, Supply Chain, Planning, Technical Services, and Quality to keep orders accurate and on time. Identify process gaps, recommend improvements, and drive continuous improvement across customer service workflows. Own and manage the CRM system including leads, workflows, reporting, and data integrityturning insights into smarter customer strategies. Oversee documentation control, ERP updates, change requests, cycle counts, production labeling, and digital record accuracy. Coordinate promotions, campaigns, product updates, dealer communications, website updates, and marketing materials. Proactively gather feedback, spot trends, and communicate insights internally before small issues become big ones. Track, report, and administer continuing education credits with precision and care. Process credits, chargebacks, and adjustments accurately in the ERP system What you'll bring to the table: Bachelor's degree in business, operations, or related field preferred (or equivalent experience) 5+ years of experience in customer service, sales operations, or support roles, preferably in a manufacturing environment A working leader who enjoys balancing people leadership with hands-on execution Experience with CRM systems (Hubspot preferred) Confidence working cross-functionally and keeping multiple priorities moving A proactive communicator who spots issues early and solves them fast Additional Information/Benefits Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, 401K/403b Plan