Customer Service Supervisor (Inside Sales Supervisor/ Sales Operations Supervisor)

Westlake Pipe & Fittings, a Westlake company (NYSE:WLK), is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. Westlake Pipe & Fittings supplies gasketed, solvent weld and restrained joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok® spline-lock technology and product systems that are focused on building A Better Foundation™. To learn more, visit the website at WestlakePipe.com
 

Why choose Westlake Pipe and Fittings?

• Benefits Day 1!
• 401k: The Company will match your contributions up to a certain percentage.
• Quarterly Bonus Programs
• Fitness Reimbursement Program: The Company will reimburse up to 50%.
• Tuition Reimbursement Program
• Employee Assistance Program
• Vacation
• Scholarship Program
• Training & Development - Access to multiple platforms of learning (online, in person, 3rd party training institutions)
• Community Relations - We support and encourage our employees to volunteer their time and efforts in worthwhile causes and donate funds to assist various groups
   

ABOUT THE JOB

The Customer Service Supervisor oversees the key activities and business processes of the Customer Service Team at Westlake Pipe & Fittings. This is a highly engaged, hands‑on leadership role responsible for supporting a large team that manages high transactional volume in a rapidly growing business. The primary goal of the Customer Service Supervisor is to lead and coach Customer Service Representatives (CSRs) in their day‑to‑day activities, ensuring they have the tools, clarity, and guidance needed to deliver world‑class service to our customers.

As Westlake Pipe & Fittings continues to scale, this role plays a critical part in identifying root causes of operational issues, improving cross‑departmental communication, and implementing sustainable solutions that enhance accuracy, efficiency, and elevate the overall customer experience.
 

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Improve or establish standard departmental policies and procedures to ensure order accuracy, workflow efficiency, and consistently superior customer service.
• Provide hands‑on leadership to the CSR team, including conducting performance reviews, delivering ongoing coaching, and developing action plans to support peak performance.
• Work closely with Sales, Operations, Planning, and Logistics to strengthen communication and resolve issues that impact the customer experience.
• Analyze qualitative and quantitative Key Performance Indicators (KPIs) to monitor team performance and identify opportunities for improvement.
• Lead weekly or bi‑weekly team meetings to share updates, address challenges, and reinforce priorities.
• Manage month‑end close activities, ensuring all warehouses are billed accurately and accruals are recorded as needed.
• Maintain and manage communication with external accounts, ensuring timely and accurate responses.
• Serve as the first level of escalation for urgent or complex customer issues, taking ownership of resolution and root‑cause identification.
• Oversee the billing process for off‑site warehouses and ensure accuracy across all locations.
• Monitor service‑level performance across facilities, identifying workflow gaps and driving process improvements.
• Coordinate internal workflow among all internal partners to ensure seamless order processing and customer support.
   

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s Degree in Business Administration or related field
• 10+ years of inside sales/customer service experience and 5+ years of supervisory experience in a manufacturing or distribution setting - pipe and fittings experience preferred
• 3+ years of demonstrated experience with building and supporting high performing inside sales team
• Experience working in a high‑volume, fast‑growth environment strongly preferred
• Demonstrated ability to lead teams, solve operational problems, and collaborate across departments
• Proven ability to drive continuous improvement initiatives that streamline workflows and elevate the customer experience
• Experience leading teams through process optimization, leveraging KPIs and cross‑functional collaboration to deliver measurable improvements
• Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting
• Six Sigma Certification preferred
• MBA preferred
• This is a fully onsite role. Must be willing to commute daily into our Houston, TX office
• Must be willing to travel up to 15%

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stoop, kneel, or crouch.   

WORK ENVIRONMENT 

The noise level in the work environment is usually moderate as normally based in an office.  Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc.  May also result in exposure to outside elements and may require usage of stairs and elevators.  Travel including air travel or auto travel may occasionally be required.