Customer Service Supervisor

JOB OVERVIEW The Customer Service Supervisor is responsible for overseeing the daily activities of the customer service team across their terminal location. This role supports the maintenance of strong customer relationships and ensures operational objectives are met. The Supervisor works closely with Operations, Commercial/Sales, and Terminal Management to ensure consistent service delivery and adherence to company standards. This position helps implement procedures and guidelines that promote consistency and efficiency in customer service operations. RESPONSIBILITIES AND DUTIES Supervise and support customer service representatives (CSRs) in day-to-day operations. Monitor team performance and provide coaching, training, and feedback to ensure quality service and compliance with company policies. Assist in managing customer orders, scheduling, and documentation to ensure timely and accurate fulfillment. Identify and report process gaps or inefficiencies to management; assist in implementing improvements. Support the use of inventory systems and ensure CSRs are trained in system functionality and updates. Maintain accurate records and ensure proper documentation of customer interactions and order processing. Collaborate with Terminal Managers to resolve inventory discrepancies and customer claims. Respond to customer inquiries and complaints, ensuring prompt and professional resolution. Monitor customer portals for shipping orders and enter data into systems as required. Review inventory reports for accuracy and escalate issues as needed. Provide backup support to other team members and roles as necessary. Maintain confidentiality and comply with all health, safety, environmental, and security regulations, including quality standards. Complete required training and report any unsafe conditions or incidents to management. Perform other duties as assigned. QUALIFICATIONS Associate degree or equivalent experience preferred. Minimum of 3–5 years in a terminal customer service role. Prior supervisory or team lead experience preferred. Proficiency in Microsoft Office Suite. Ability to obtain a TWIC card. Strong verbal and written communication skills. Ability to manage multiple tasks and meet deadlines. Professional demeanor and ability to work effectively with diverse teams. Experience with process documentation and improvement initiatives. Familiarity with inventory systems and order processing. Willingness to travel to other terminals as needed. WORKING CONDITIONS / PHYSICAL REQUIREMENTS The working conditions and environment, as well as the physical requirements and activities listed below, are representative of those that an employee must meet to perform the essential functions of the job successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions. Physical Requirements The position requires regular physical activity, including standing, walking, sitting, reaching, carrying, and handling objects. Candidates must be able to use hands and fingers for tasks such as typing and operating office equipment. The role involves sitting for approximately 80% of the workday. Employees are required to lift or exert force of up to 10 pounds intermittently, and up to 25 pounds occasionally. Specific vision ability required is close vision of 20 inches or less. Effective verbal communication and active listening are essential. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT BWC Terminals provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr