Description

At this time, CJ Logistics America is unable to offer visa sponsorship or support for work authorization.

The Customer Service Supervisor is responsible for leading the customer service team to align client expectations with operational performance. This role ensures service excellence through proactive collaboration, effective reporting, and resolution of service issues. The Supervisor acts as a liaison between customers and operations, providing data-driven insights, managing escalations, and supporting the development and performance of the customer service team.

Essential Job Duties & Responsibilities

Customer Engagement & Relationship Management

• Serve as the main point of contact for customer service-related inquiries, requests, and escalations.

• Build and maintain strong relationships with customers to ensure expectations are met and exceeded.

• Address customer requirements, quality concerns, volume spikes, and exception requests, collaborating with internal stakeholders for solutions.

Data Reporting & Analysis

• Produce, deliver, and interpret regular KPI and operational performance reports using CJ Logistics tools.

• Monitor and analyze carrier performance, inbound load quality, consignee performance, and order fulfillment.

• Review and assess demand forecasts and labor planning to identify and address variances.

Operational Leadership

• Assist recruiting, interviewing, and onboarding new team members.

• Supervise, train, and support the Shipping & Receiving and Customer Service Specialists, fostering a collaborative, high-performing team culture.

• Execute staffing plan and resource allocation for the Customer Service team to ensure adequate coverage.

• Conduct performance reviews and provide constructive feedback for achieving service excellence and operational objectives.

• Collaborate with Operations, Inventory, and Quality teams to resolve service or inventory management issues.

• Oversee exception management processes, ensuring customer requests are handled efficiently and accurately.

Continuous Improvement & Communication

• Identify opportunities for service improvements and process optimization.

• Lead regular team meetings to communicate updates, align goals, and share best practices.

• Provide timely updates and reporting to both customers and internal leadership.

Compliance & Other Duties

• Ensure adherence to all company policies, safety standards, and customer requirements.

• Participate in training programs to enhance professional development and operational knowledge.

• Perform other related job duties as assigned or required.
  
  

Required Qualifications

• Bachelor’s Degree in Business, Supply Chain, or a related field is preferred or equivalent relevant experience.

• 2+ years of supervisory experience in customer service or operations.

• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access).

• Proven ability to analyze data and provide actionable recommendations.

• Demonstrated ability to manage performance and lead teams in a fast-paced environment.

• Strong interpersonal and communication skills.

• Ability to travel as needed.
  
  

Preferred Qualifications

• Experience in warehousing, logistics, or supply chain environments.

• Experience with KPI reporting and customer service tools.
  
  

Physical Requirements 

This is largely a sedentary role requiring the physical ability to:

• Sit for prolonged periods of time at a desk while working on a computer

• Use hands and fingers to operate a keyboard, mouse, and telephone

• Speak and hear clearly in person, virtually, and over the phone

• Occasionally stand, walk, reach, stoop, or lift up to 10 pounds
  
  

Work Environment 

This position operates in a hybrid environment, with responsibilities carried out in both a warehouse setting and an office environment. In the warehouse, the employee is exposed to: 

• Varying temperatures, including but not limited to refrigerated or non-climate-controlled areas

• Loud noise levels, such as machinery, forklifts, and conveyor systems

• Dust, odors, and airborne particles

• Concrete flooring and moving mechanical equipment

• Frequent exposure to powered industrial vehicles and warehouse traffic
  
  

The employee is required to wear personal protective equipment (PPE) such as steel-toed shoes, safety glasses, and high-visibility vests.

In the office environment, the employee will use standard office equipment such as computers, phones, photocopiers, filing cabinets, and printers.  The noise level in the office is typically quiet to moderate, and the area is climate-controlled.