Job Title: Customer Service Supervisor
Location: 3Z Brands / Southerland Mattress Factory – Antioch, TN
Schedule: On Site in Antioch, TN; Full Time, Monday - Friday, Day Hours
About 3Z Brands
3Z Brands is a dynamic and growing company uniquely positioned as both a manufacturer and wholesaler, and retailer, giving us a strategic advantage in the marketplace. With exciting growth initiatives ahead, we are building an exceptional team to drive our success. Our core values—care, commitment, and curiosity—guide everything we do. We are committed to fostering an inclusive and supportive workplace where all team members feel valued and respected.
Job Summary
We are seeking a detail-oriented and customer-focused Customer Service Supervisor to support both American Adjustable and Southerland Mattress operations. This leadership role is responsible for managing adjustable bases and mattress products while also providing frontline supervision, workflow coordination, and team support within the Customer Service department.
Responsibilities
- Uphold company policies and procedures while ensuring a positive customer experience.
- Provide daily oversight and support to Customer Service team members.
- Serve as the primary escalation point for complex customer issues and high-level concerns.
- Monitor team workload distribution to ensure balanced productivity and timely response.
- Review and approve credits, warranty determinations, and exception requests as needed.
- Train and onboard new team members on systems, processes, and service standards.
- Develop and maintain standard operating procedures (SOPs) for customer service processes.
- Conduct quality assurance reviews of calls, emails, and order entry accuracy.
Qualifications
- Previous customer service experience required.
- Prior leadership, lead, or supervisory experience.
- Experience supporting technical or mechanical products is a plus.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office Suite and order entry systems.
- High attention to detail and data accuracy.
- Ability to manage multiple priorities and adapt to shifting demands.
- Demonstrated ability to lead, coach, and motivate a team.
- Strong problem-solving and decision-making skills.
- Bilingual a plus
Benefits
- Comprehensive medical, dental, and vision insurance
- Paid Holidays
- 401(k) program with matching
- Supportive, team-focused workplace
- Opportunity to be part of a fast-growing, purpose-driven company
All applicants must be authorized to work in the United States. 3Z Brands conducts a pre-employment drug test and background search upon hire.
