LGG INDUSTRIAL is a solutions-driven national distributor of hoses, gaskets, and conveyor products. Our skilled colleagues serve customers in various industrial segments to improve their operations and reduce their total cost of ownership. With locations across the United States and Canada, we aim to deliver consistent service and support across North America.

We desire to create an employee-centric place to work, a place where you can develop your skills and grow as a professional. We provide training and advancement opportunities to build a career and life-work integration to keep you at your best.

Our philosophy is that the success of our business is directly dependent upon the health and safety of our associates. We focus on maintaining a safe work environment and strive to achieve zero injuries through our safety-first culture. For more information, please visit www.lggindustrial.com

About This Opportunity

Role Profile

Position: Customer Service Supervisor (Leader Gasket)

Job Type:?Full-Time

Status:?Non-Exempt

Summary of the Role

The Customer Service Supervisor operates within Leader Gasket (an LGG owned subsidiary) and is responsible for overseeing daily operations of the customer service representatives at the assigned La Porte, TX location. This role ensures exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies, processes, and customer experience standards. Operating in a fast-paced manufacturing environment that specializes in metal gaskets, the supervisor will lead efforts in CRM utilization, call handling, quality assurance, timely response, and pricing accuracy to support sales, operational efficiency, and customer satisfaction.

Responsibilities

Supervise, coach, and motivate a team of customer service representatives to meet and exceed performance expectations.

Monitor call queues, phone adherence, and service levels to ensure timely and professional responses to customer inquiries.

Oversee CRM usage, ensuring accurate and complete documentation of customer interactions, orders, quotes, and issues.

Collaborate with Sales, Operations, Purchasing, Production and Pricing teams to ensure effective order management, quote turnaround, and competitive pricing strategies.

Daily coordination with manufacturing, engineering, and warehouse teams to align customer orders with production schedule, expedite urgent requests, and resolve inventory or material constraints.

Ensure accuracy in technical specifications, drawings, and gasket requirements when processing quotes and orders.

Track, report, and analyze performance metrics (KPIs), identifying opportunities for improvement and implementing corrective actions.

Support conflict resolution and escalation management with key customers.

Train and onboard new team members, ensuring compliance with company systems, processes, and service standards.

Develop and maintain clear Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and compliance across customer service operations.

Recommend process improvements to enhance efficiency, service delivery, and customer satisfaction.

Must maintain 100% commitment to safety policies and procedures.

Actively participate in the plant safety committee and perform monthly safety inspections to reinforce a strong safety culture.

Build and maintain strong relationships with customers, and support teams in effectively managing customer issues.

Support Customer Service Sales Reps by processing requests for quotes and orders.

Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Action.

Document customer feedback on gasket performance and relay issues to engineering, production, and quality assurance teams.

Promote and enforce 5S principles, ensuring a clean, organized, and efficient office environment that supports productivity and safety.

Perform other duties as trained and qualified for.

Skills and Abilities

Effective customer service interpersonal skills with the ability to negotiate and influence for positive outcome

Strong listening skills to fully understand employee and customer needs, identify concerns, and ensure accurate resolution.

Ability to work independently and prioritize responsibilities in a fast-paced high-volume manufacturing environment.

Must have a sense of "team" response to satisfy sales goals and ensure 100% customer satisfaction and the ability to interact effectively with all @types of people.

Inspirational leader that can motivate and work effectively in a matrix management with sales, manufacturing, customer service, supply chain, and Key accounts.

Inherently possesses a contagious "can-do" attitude that energizes the workgroup and those around them

Experience and passion for, motivating people, instilling accountability, and achieving results under tight constraints

Requires excellent verbal and written communications skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional and courteous manner

Must possess a mechanical aptitude with the ability to read and interpret drawings to understand how to meet customer requirements; learn how our products are manufactured and utilized by our customers.

Detail-oriented with the ability to catch specification errors that could impact production or customer satisfaction.

Ability to manage teams and balance multiple priorities; such as urgent orders, corrective actions, and long-term process improvements.

Minimum Qualifications

3-5 years of customer service experience, preferably in industrial distribution and/or manufacturing environments.

1-3 years of supervisory or leadership experience.

Strong knowledge of CRM systems, ERP systems, and order management processes.

Proven ability to manage competing priorities in a fast-paced, high-volume environment.

Excellent communication, coaching, and conflict resolution skills.

Strong Microsoft Office skills including PowerPoint and Excel.

Previous experience utilizing an ERP system.

Reliable transportation is a must.

Ability to work overtime, as required

Ability to be on call, as required

Ability to work nights and weekends, as required.

Preferred Qualifications

Experience in an industrial manufacturing setting, particularly with gaskets, sealing products, or related industrial components.

Familiarity with industrial specification and requirements such as ASME, ASTM, or other standards relevant to industrial manufacturing or similar.

Knowledge of material properties and how they affect gasket performance under different operating conditions or similar applications within manufacturing.

Physical Requirements and Work Environment

This position is primarily based in an office environment but will require regular interaction with the warehouse, production floor, and order-related follow-ups. The warehouse environment will include fluctuating temperatures (both hot and cold), varying noise levels, exposure to dust, and other typical elements of an active industrial manufacturing environment. Reasonable accommodations are available to support individuals with disabilities in performing the essential functions of this role.

Ability to work in a stationary position for extended periods of time.

Frequent operation of a computer, keyboard, mouse, and other standard office equipment.

Ability to comprehend and follow instructions and safety procedures.

Ability to read, write and communicate in English

Ability to comprehend documents such as safety rules, operating and maintenance instructions, inventory sheets, and procedure manuals.

Ability to respond to safety signals, alarms, and verbal instructions.

Ability to work in varying environmental conditions, including exposure to temperature changes, dust, and warehouse noise.

Ability to wear required personal protective equipment (PPE), such as gloves, safety glasses, steel-toed footwear, hearing protection, or hard hats when required.

Total Rewards

Competitive compensation plan, with a bonus potential

Health Benefits:?medical, dental, vision, short term and long-term disability - available 1st of month following the date of hire

401k with company match

Paid vacation, holidays and sick time

Equal Opportunity Employer

It is our policy to employ qualified persons without regard for veteran or disability status.

Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position.

We will be accepting applications for this role through January 5, 2026.

LGG Industrial

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