Customer Service Supervisor

National salary range: $60,000 - $80,000. California: $70,304 - $90,000; Washington: $80,169 - $90,000.

About the role

Coordinate and supervise the shift in a fast-paced logistics environment. Support staff activities, interface with customers, and ensure contract requirements and value-added services are met.

Responsibilities

• Provide an interface to the customer and follow up with operations to address customer issues
• Review customer complaints with warehouse management and/or transportation
• Execute daily customer contract requirements and identify accessorial activity
• Interact with customer groups and serve as the first line of escalation for customer service issues
• Ensure necessary documentation is completed and filed according to company and customer guidelines
• Lead support staff to increase productivity through improved work processes and associate development
• Administer associate recognition programs as outlined in company/account/site guidelines
• Manage shift/daily/weekly workload planning and volume forecasting routines
• Assist support staff in fulfilling daily business requirements and participate in data collection for performance measurement
• Evaluate performance variances to identify root cause, develop corrective action plans, and implement approved solutions
• Ensure value-added services for customers are completed as required
• Provide a professional, safe, fair, and secure work environment and direct daily activities

Requirements

• Bachelor’s degree or equivalent experience
• 1-3 years of experience in a lead, supervisory, or management position
• Previous customer service and operations background

Logistics industry experience (1-2 years) preferred.

Benefits

• Medical, dental, and vision insurance
• Prescription coverage
• Discounted stock purchase plan
• 401K retirement plan
• Generous paid time off (PTO) policy
• Paid vacation and holidays

The organization offers a business casual environment focused on teamwork, associate development, training, and continuous improvement.