Supervisor, Customer Care

What We're Looking For

• Strong technical aptitude with experience using SAP, SAGE, Wave Orders, AS400, and the Microsoft Office Suite (Excel, Outlook, and Word)
• Proven leadership experience with the ability to lead and develop a team of 7 direct reports
• Availability to work Monday–Friday, 8:00 AM–5:00 PM, with flexibility to support business needs, including occasional second-shift coverage and Saturdays

Key Responsibilities

• Lead, coach, and develop a team of seven (7) by providing ongoing training, performance feedback, and daily direction to drive productivity and service excellence
• Serve as the primary point of contact for customer billing inquiries, claims, and escalated service issues, ensuring timely and accurate resolution
• Investigate and validate customer claims while partnering with internal teams to identify root causes and implement corrective actions
• Collaborate closely with Operations to ensure customer commitments are met, including on-time turnaround and service level expectations
• Build strong relationships with internal and external customers by delivering responsive, solution-oriented support
• Prepare and analyze customer activity reports, identifying trends and opportunities to improve service performance
• Drive continuous improvement initiatives by conducting root cause analysis and implementing process enhancements that improve the customer experience month over month
• Promote a customer-first culture while ensuring compliance with company policies, procedures, and quality standards

Qualifications

• Minimum of 3 years of customer service leadership or supervisory experience within a warehouse, distribution, logistics, or supply chain environment
• Demonstrated experience resolving complex customer issues, managing claims, and partnering cross-functionally with operations teams
• Strong leadership, coaching, and conflict resolution skills with the ability to motivate and develop high-performing teams
• Excellent verbal and written communication skills with the ability to build relationships across all levels of the organization and with external customers
• Proven analytical and problem-solving abilities with strong attention to detail and a continuous improvement mindset
• Proficient in Microsoft Office Suite (Excel, Outlook, Word, and PowerPoint); experience with warehouse or transportation management systems is a plus
• Ability to lift up to 20 lbs. (9 kg) or more, depending on facility requirements
• Flexibility to work various shifts, including weekends, based on business needs

Pay

$60,600.00 - $102,200.00

Benefits

• Medical, dental, and basic life and disability insurance benefits
• 401k retirement plan
• Paid time off
• Annual bonus eligibility
• Minimum of 7 holidays throughout the calendar year