Supervisor, Customer Care

Customer Care Supervisor

Division: Guidewires & Abrasives
Location: Ramsey, NJ

Work Arrangement: Onsite
Status: Full-Time, Exempt

About MMT – Guidewires & Abrasives

MMT’s Guidewires & Abrasives Division designs and manufactures precision equipment supporting guidewire production and advanced abrasive machining applications. Our teams partner closely with customers in highly regulated industries where accuracy, responsiveness, and accountability are critical.

We are seeking a Customer Care Supervisor to lead a multi-site Customer Care function supporting operations in both New Jersey and California.

Position Summary

The Customer Care Supervisor leads daily operations of the Customer Care team supporting our Pennsauken and Ramsey, NJ sites and our Burbank, CA site.

This role provides supervision, coaching, and performance management for Customer Care Representatives while serving as the escalation point for complex customer concerns. The Supervisor works cross-functionally with Sales, Engineering, Operations, and Finance across multiple locations and time zones to drive alignment, improve processes, and strengthen the overall customer experience.

Location will be determined based on the selected candidate and business needs. Occasional travel to supported sites may be required.

Key Responsibilities

• Lead day-to-day Customer Care operations across multiple sites
• Monitor CRM queues, shared inboxes, and order workflows to ensure service standards are met
• Coach and develop team members through regular 1:1 meetings and performance feedback
• Review and manage KPIs including response time, order accuracy, backlog, RMA processing, and customer satisfaction
• Serve as escalation point for complex or sensitive customer issues
• Drive accountability for order intake, revenue support, and service performance goals
• Partner cross-functionally to resolve systemic challenges
• Support hiring, onboarding, and training of Customer Care Representatives
• Ensure accurate documentation in CRM and ERP systems
• Identify and implement process improvements

Qualifications

Education
Bachelor’s degree in Business, Operations, or related field preferred; equivalent experience considered.

Experience

• 5+ years of progressive customer service experience in a manufacturing, machine tool, or industrial environment
• 2+ years of leadership or supervisory experience preferred
• Experience supporting multi-site or geographically dispersed teams strongly preferred

Skills & Knowledge

• Strong understanding of order processing and manufacturing workflows
• Experience with Salesforce or similar CRM platforms
• ERP experience (Epicor, Great Plains, Business Central) preferred
• Ability to interpret engineering BOMs and drawings
• Strong analytical and problem-solving skills
• Excellent communication and conflict resolution skills
• Bilingual Spanish is a plus

Compensation

In compliance with New Jersey and California pay transparency requirements, the anticipated base salary range for this position is: $72,480 – $105,096 annually

This position is also eligible for participation in the company’s annual bonus program, subject to plan terms.

Benefits

MMT offers a comprehensive benefits package including:

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Professional development opportunities
• Tuition reimbursement

Benefits eligibility and details may vary based on work location and applicable law.

Equal Employment Opportunity

MMT is an Equal Opportunity Employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, veteran status, genetic information, or any other status protected by federal, state, or local law.

Additional Information

This position is classified as exempt under the Fair Labor Standards Act and applicable state law. Employment with MMT is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause or notice, consistent with applicable law.