Customer Service Supervisor

Overview

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

The Technical Ceramics business of Morgan Advanced Materials engineers high performance functional and structural ceramic materials, components and sub-assemblies to address customer-specific technical challenges.

Key Figures: Revenue £1,100.7m (2024), ~8,000 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

Responsibilities

The Customer Service Supervisor is responsible for leading and coordinating all activities within Morgan's Customer Service Department located in Wilkes-Barre, PA. This role requires a dynamic and results-driven leader with exceptional communication, organizational, and problem-solving skills. Experience working within an ERP environment is preferred, with CSI experience considered a strong advantage.  The ideal candidate is action-oriented, customer-focused, and capable of bridging the gap between operations and the Voice of the Customer to ensure alignment, excellence in service, and continuous business improvement. This individual will foster a culture of accountability, teamwork, and operational excellence while thriving in a fast-paced and growing manufacturing environment.

Essential Responsibilities

Lead and oversee the receipt, processing, validation, and scheduling of customer purchase orders by Customer Service Representatives (CSRs).

Ensure customer requirements, specifications, and change requests are effectively managed, communicated, and executed, while proactively escalating issues as needed.

Coordinate and ensure timely responses to all customer inquiries, requests for information, and order status updates.

Develop, analyze, and communicate key performance indicators (KPIs), metrics, and reports to identify performance trends, opportunities for improvement, and operational successes.

Actively participate in Daily Group Accountability (DGA) meetings and contribute to cross-functional performance initiatives.

Support production planning activities to ensure alignment between customer expectations and manufacturing capabilities.

Coordinate customer visits, facility tours, and related communications as required.

Obtain end-use product information from customers and ensure proper review and approval by the Site Export Compliance Manager.

Ensure the proper creation, transmission, retention, and destruction of Controlled Unclassified Information (CUI) and controlled technology in accordance with government regulations and company procedures.

Adhere to all requirements of the Morgan Transfer Control Plan, applicable government regulations, and company policies and procedures.

Ensure export-controlled technical information is not disclosed to foreign nationals without prior approval from the Export Compliance Manager.

Establish clear performance expectations, provide coaching and development opportunities, and foster a culture of accountability and continuous improvement.

Promote strong cross-functional collaboration between customer service, operations, production, quality, engineering, and other departments to ensure customer satisfaction and operational success.

Qualifications

• Associate degree in Business, Engineering, Marketing, Sales, or a related field required.
• Equivalent combinations of education and experience may be considered.
• Minimum of five (5) years of relevant customer service, operations, manufacturing, or leadership experience preferred.
• Prior supervisory or team leadership experience strongly preferred.
• Experience working within an ERP system; CSI experience preferred.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal, written, and presentation communication skills.
• Demonstrated ability to build effective working relationships across all levels of the organization and with external customers.
• Ability to manage multiple priorities and adapt in a fast-paced manufacturing environment.
• Proven leadership skills with the ability to motivate teams, drive accountability, and achieve results.
• Customer-focused mindset with a commitment to continuous improvement and operational excellence including: Customer Focus, Accountability, Teamwork and Collaboration, Problem Solving, Results Orientation, Continuous Improvement and Employee Development

Physical Requirements:

• Ability to occasionally lift and carry up to 25 pounds.
• Ability to communicate effectively in person, by telephone, and through electronic communication methods.

Additional Requirements:

Due to export control regulations, this position requires access to information subject to ITAR, EAR, and NRC requirements. Applicants must be a U.S. citizen, permanent resident card holder, or U.S. person as defined by 22 CFR 120.15.

Morgan Advanced Materials is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate based on race, religion, gender, sexual orientation, gender identity, age, disability, national origin, veteran status, or any other legally protected status. Ind-1