Customer Service Supervisor (30048)

Pentagon Technologies, Inc. is a leader in providing mission-critical semiconductor services that touch every device with a computer chip inside. Our customers include the largest semiconductor chip and OEM tool manufacturers in the industry. We stay at the forefront of our industry through innovation, technical proficiency, and our amazing employees. Our industry is in the midst of unprecedented growth and Pentagon is seeking outstanding candidates to join our team!

Job Summary: 

As a Customer Service Supervisor at Pentagon, you will support both our customers and the customer service team by overseeing daily operations, handling escalations, and ensuring accurate order information by collaborating with our different departments. The position requires strong communication skills and a solid understanding of plant operations and customer expectations, with the flexibility to step in for the Customer Service Manager when needed.  

Key Responsibilities: 

• Act as a positive example for the customer service team when dealing with customers as well as any internal communications. 
• Evaluate customer service representative workloads and provide recommendations for when a rebalance is required. 
• Train customer service representatives by teaching them best practices, offering feedback and providing excellent customer satisfaction. 
• Attend daily site level meetings, production planning and customer escalations to ensure quality customer service. 
• Perform customer service representative duties and respond to customer inquiries on a regular basis. 
• Serve as an internal coordinator or focal point for order information between Engineering, Quality, Production, Sales and Finance. 
• Become well versed with customer portals and expectations, to include the ability to provide site customer service coverage. 
• Monitor customer’s open order reports to ensure our customers are given accurate information. 
• Be able to help cover the Customer Service Manager, when needed. 
• Other duties as assigned by the Customer Service Manager and the Director of Operations. 

• High school diploma or general education degree (GED). 
• Leadership ability or supervision experience. 
• Basic computer skills and proficiency in email, word processing, and spreadsheet functionality. 
• Must possess the abilities to multitask and work well under pressure. 
• Have clear verbal and written communication skills. 
• Ability to read and interpret customer and internal documents such as purchase orders, shipping manifests, packing slips, and written procedures in English. 
• Ability to understand customer’s open order reports and provide feedback. 
• Ability to speak effectively before groups of customers or employees of organization. 
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• A thorough understanding of plant operations and structure, as well as the ability to interpret queries and comments to assure that customer related issues are directed to the correct department and resource. 
• Ability to understand and follow operating procedures as assigned to the department to assure consistent, reliable, and timely responses of non-conformance or plant process issues 
• Ability to handle and/or resolve conflicts in a professional and courteous manner. 

Perks of working at Pentagon Technologies 

At the end of the day, our strength comes from our people, and we are determined to recognize and promote your wellbeing—be it professionally, financially, physically, or mentally. 

• Generous PTO 
• 401K program with employer matching contribution 
• Health, dental, vision Insurance (with generous employer contribution) 
• Long-Term Disability (LTD) Insurance (fully employer paid) 
• Life and AD&D (employer paid & voluntary option) 
• Employee Assistance Plan (EAP) 

Be advised that Pentagon Technologies does not offer relocation assistance for this position. Candidates who do not reside near the posted location will be responsible for covering all relocation costs. By applying for this position, candidates acknowledge and agree that they will be solely responsible for any expenses incurred in relocating to the area if selected for the role. 

Pentagon Technologies is proud to be an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion, or other employment of associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. 

To all recruitment agencies: Pentagon Technologies does not accept agency resumes. Please do not forward resumes to our job's alias, Pentagon Technologies employees or any other company location. Pentagon Technologies is not responsible for any fees related to unsolicited resumes. In the absence of a signed Recruitment Fee Agreement, Pentagon Technologies will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Pentagon Technologies explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. 

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