Customer Service Supervisor

Responsibilities

• Manage a portfolio of 5+ customer accounts with 7,500+ loads per month, overseeing all aspects of order processing, invoicing, account inquiries, and dispute resolution.
• Generate and submit customer invoices through multiple channels, including email and electronic invoicing platforms.
• Analyze 500+ lines of billing and operational data to identify discrepancies, trends, and opportunities for resolution or improvement.
• Act as the primary escalation point for customer issues, including order discrepancies, invoicing concerns, and service disruptions.
• Maintain proactive, timely, and professional communication with customers regarding order status, delays, service changes, and issue resolution.
• Monitor service execution, order accuracy, and responsiveness to ensure customer expectations and service level commitments are consistently met.
• Partner with dispatch, field operations, commercial, and supply chain teams to support customer requirements and resolve service challenges.
• Track and follow up on outstanding invoicing issues to ensure timely resolution and minimize financial and operational risk.
• Demonstrate flexibility to support the business during peak demand periods, including non-traditional hours when needed.

Team & Performance Supervising

• Supervise and support the daily activities of customer service team members, while also contributing directly as an individual account contributor.
• Balance personal account responsibilities with team oversight, ensuring workloads are prioritized effectively across the group.
• Coach and mentor team members on customer service excellence, billing processes, system usage, and company policies.
• Monitor team performance metrics, service quality, and productivity, providing feedback, and driving accountability.
• Support hiring, onboarding, and ongoing development of customer service personnel.
• Develop and manage team schedules to ensure appropriate coverage aligned with the changing operational environment.
• Foster a collaborative, high-performance, and customer-centric culture focused on continuous improvement and strong internal and external customer relationships.

Financial & Operational Support

• Review and validate billing transactions for accuracy and completeness across both personal accounts and team output.
• Support account reconciliations and partner with Credit and Collections to resolve disputes and improve cash flow.
• Maintain accurate records related to billing, customer interactions, dispute resolution, and service performance.
• Avoid improper documentation and data integrity for all transactions, including shipments, invoices, and customer requests.
• Aid in identifying and resolving operational bottlenecks that impact customer service.
• Provide support and communication during operational disruptions, including weather events, equipment failures, or emergency situations.

Process Improvement & Compliance

• Ensure all customer service activities comply with company policies, contractual requirements, and internal audit controls.
• Track and analyze customer service trends, identify root causes of issues and recommend solutions.
• Lead by example in adopting and reinforcing standardized processes and best practices across the team.
• Drive continuous improvement initiatives to enhance service quality, billing accuracy, and operational efficiency in customer service.
• Identify opportunities to streamline workflows, improve cross-functional communication, and enhance the overall customer experience.
• Maintain audit-ready documentation and accurate customer records to support compliance and financial integrity.