Customer Service Supervisor

As the largest pureplay adhesives company in the world, H.B. Fuller's (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2024 revenue of $3.6 billion, our mission to Connect What Matters is brought to life by more than 7,500 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets. Learn more at www.hbfuller.com.

Position Overview

The Customer Service Supervisor leads a team responsible for providing accurate, timely, and high‑quality support to strategic customer accounts. This role ensures all inquiries, orders, and issues are managed efficiently while maintaining a consistently positive customer experience. The supervisor also develops team capabilities, drives continuous improvement, and works closely with cross‑functional partners to meet service and operational targets.

Primary Responsibilities

• Allocate and monitor daily team workload to ensure timely, accurate, and courteous customer support.
• Manage the full order lifecycle, including creation, adjustments, invoicing, and resolution of customer issues.
• Oversee month‑end tasks such as consignment stock processing, reconciliation, and resolution of invoicing discrepancies.
• Coach and develop team members using structured training plans, performance feedback, and skill‑building activities.
• Collaborate with Finance, Logistics, Supply Chain, and Sales to align operations with customer requirements.
• Ensure clear, professional communication and coordination for customer interactions and final responses.
• Track follow‑up actions, service commitments, and response times to ensure customer expectations are met.
• Support continuous improvement initiatives that enhance efficiency, accuracy, and customer experience.

Minimum Requirements

• 3+ years of experience supervising customer service teams or managing strategic accounts, plus 5+ years of hands‑on customer service experience.
• Proficiency with ERP systems (e.g., SAP) and advanced Microsoft Office skills.
• Ability to organize work, meet deadlines, and manage multiple priorities in a fast‑paced environment.
• Effective communication skills across functions and organizational levels.
• Demonstrated ability to make timely, informed decisions and resolve problems using available data.

Preferred Requirements

• Bachelor's degree in a related field.
• Experience in customer service or supply chain environments with complex order management.
• Experience supporting change initiatives, process improvements, or project implementation.
• Fluency in English with strong coaching and presentation skills.

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Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

The salary for this role is $80,000-$103,000.

In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.