Customer Service Supervisor

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

About the role

Coordinate and supervise the shift in a fast-paced logistics environment. Serve as the interface to customers, address issues, and ensure contract requirements are met. Lead a support team to improve productivity and maintain a professional, safe, and fair work environment.

Responsibilities

• Support staff activities on a daily and weekly basis
• Follow up with operations to address customer issues and review complaints with warehouse management and/or transportation
• Execute daily customer contract requirements and identify accessorial activity
• Interact with customer groups and provide first-line 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

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

Qualifications

• 1-2 years of logistics industry experience (preferred)

Benefits

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