Customer Service Supervisor

About the role

Lutron Electronics is looking for a self‑driven, team‑oriented Customer Service Supervisor to lead a portion of its Customer Service team at the Cartago, Costa Rica office. In this position you will be the primary point of contact for a designated services territory while managing daily workload and driving performance improvements.

Key responsibilities

• Serve as the primary contact for customers in a designated territory, handling inquiries about orders, product lead times, pricing, and delivery coordination.
• Lead regular team meetings to communicate updates, new product launches, process changes, performance expectations, and training initiatives.
• Review and audit customer cases and calls, analyze performance metrics, and provide targeted coaching and training.
• Use dashboards and reporting tools to monitor workload, track assignments, reallocate resources, and improve efficiency.
• Identify and lead process‑improvement initiatives in collaboration with cross‑functional teams.
• Conduct salary and performance reviews for direct reports, offering constructive feedback to support talent retention and development.

Required profile

• Bachelor's degree required, preferably in Business.
• Minimum 8 years of experience in customer service or a similar role.
• At least 3 years of experience in a supervisory or leadership position.
• Fluency in English (C1 or C2 level).
• Must reside within commuting distance of Cartago, Costa Rica.

Required skills