Client Support Center Supervisor — Fire Protection Solutions

Lead a Team That Safeguards What Matters

At Viking, our fire protection products deliver peace of mind across the globe. We’ve spent over a century doing things the right way—with innovation, integrity, and a relentless commitment to safety. Your leadership in our Client Support Center helps bring that mission to life.

Why this role matters

• Every accurate order, resolved claim, and clear communication supports life safety and property protection.
• Your guidance ensures CSRs have the tools, training, and confidence to deliver exceptional experiences.
• Process improvements you champion directly impact service quality and profitability.

What you’ll lead

• Team leadership: Supervise CSRs; set expectations using our training curriculum; coach, recognize, and hold accountable.
• People operations: Hire, make wage recommendations, conduct performance reviews and improvements, manage discipline and dismissals as needed.
• Service oversight: Be the escalation point for customer and interdepartmental issues; maintain a professional, service-driven culture.
• Operational control: Schedule workloads; track time and accruals; set overtime; approve vacations and leaves to meet demand.
• Order lifecycle: Drive resolution on open orders, quotes, returns, claims, and pricing discrepancies.
• Credit approvals: Approve credits to SupplyNet branches except for simple returns and those personally handled by the branch or operations manager.
• Contract pricing: Set up and sustain accurate pricing agreements for customers.
• Reporting: Gather and deliver service performance data to branch and regional operations management and others.
• Cross-functional collaboration: Communicate with customers, suppliers, and internal teams to remove roadblocks.
• Other duties as assigned to support the branch’s objectives.

What you bring

• Bachelor’s degree preferred.
• At least 5 years as a Customer Service Representative.
• At least 2 years in a supervisory/people-leadership capacity.
• Strong working knowledge of internet-based tools, MS Windows, JD Edwards (JDE), and approval workflows.
• Excellent project management ability.
• Clear, professional communication—written and verbal.

Benefits and support

Medical, Dental, Flexible Spending Accounts, Vacation, Holidays, Life Insurance, 401k, Tuition Reimbursement, Fitness Center Reimbursement, Boot Reimbursement

You’ll excel if you’re proficient in

• Customer Service
• Bachelor's Degree
• Equipment/Parts Counter Sales
• Business-to-Business (B2B)

Ready to help us protect people and property while growing your leadership career? Join Viking.