Supervisor, Customer Service

Responsibilities

• Provide daily leadership, direction, and support to a team of Customer Service Representatives, ensuring consistent execution of service standards and operational processes.
• Manage staffing, scheduling, attendance, and real-time workload allocation to maintain service levels across phone, email, and chat channels.
• Conduct performance reviews and ongoing coaching sessions, including feedback delivery, development planning, and corrective action when necessary.
• Serve as a senior escalation point for high-level customer or carrier issues, performing in-depth research and coordinating cross-functionally to drive resolution.
• Maintain and update SOPs, knowledge articles, and process documentation to ensure accuracy, clarity, and alignment with current operations.
• Support workload forecasting, staffing plans, and operational reporting in collaboration with leadership and workforce planning resources.
• Identify areas for process improvement, quality enhancements, or system refinements and recommend actionable solutions.

Qualifications

• Education: High School Diploma or GED equivalent required; degree preferred.
• Experience: 3+ years of experience in customer service, preferably in a high-volume contact center or transportation/logistics environment, with at least 1 year in a leadership or supervisory capacity.
• Technical expertise in AS400 and Salesforce.
• Demonstrated expertise in customer service systems, workflows, and multi-platform navigation, with the ability to troubleshoot issues and guide others.
• Proven ability to lead teams through coaching, performance feedback, conflict resolution, and accountability practices.
• Strong analytical and decision-making abilities, including experience managing escalations, complex customer or carrier issues, and time-sensitive decisions.
• Experience managing scheduling, attendance, staffing adjustments, and workforce prioritization in a dynamic environment.
• Excellent verbal and written communication skills with the ability to coach, influence, and develop team members at all levels.
• Experience supporting training, quality monitoring, or process improvement initiatives preferred.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.