Customer Service Supervisor

Job Title : Customer Service Supervisor

Reports To : Office Manager


Payroll Status : Exempt

Supervise: Customer Service Representatives and Senior Customer Service Representatives

Job Summary: This position oversees daily customer service activities, including order and receipt processing, appointment scheduling, customer communications and issue resolution. The Customer Service Supervisor is also responsible for developing and training Customer Service Representatives, monitoring performance, and ensuring company procedures and customer requirements are consistently followed.

Essential Function / Duties / Responsibilities:

• Assist with processing and managing customer orders, receipts, shipments, holds, adjustments and related transactions accurately and within established deadlines.
• Ensure daily Customer Service activities are completed accurately and timely in accordance with established procedures, policies, and customer service standards.
• Create and maintain item set ups accurately and within established deadlines.
• Supervise, coach, and develop Customer Service Representatives, including coordinating training and cross-training to ensure adequate coverage and operational support.
• Assist with billing audits and support the timely and accurate completion of billing processes.
• Monitor appointment calendars and doorboards to ensure scheduling information is accurate and up to date.
• Monitor shortages, substitutions, holds, cut codes, inventory discrepancies, and other exceptions, ensuring issues are appropriately addressed and escalated when necessary.
• Investigate customer service and operational issues, identify discrepancies, determine appropriate solutions, and coordinate resolution with the appropriate departments.
• Serve as an escalation point for customer issues, service concerns, order discrepancies, and operational questions.
• Identify opportunities to improve Customer Service processes, accuracy, efficiency, and customer satisfaction.
• Must complete the advanced CSR Alchemy training within the first 30 days of the position.

Job Qualifications - Education and Experience:

• High school diploma or GED required.
• Associate degree preferred.
• 2-3 years of customer service experience required.
• Prior warehouse, distribution, logistics, or 3PL experience preferred.
• Demonstrated leadership and team development skills.
• Strong attention to detail and organizational skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency with Warehouse Management Systems (WMS), Microsoft Excel, Word, and Outlook.
• Strong written and verbal communication skills.
• Ability to work effectively with customers, employees, management, and other departments.

Physical Requirements: While performing the essential functions of this position, the employee will primarily work in an office environment and may be required to sit and work at a computer for extended periods. The position may also require periodic movement throughout the warehouse or facility to support operational activities, as needed.

Vertical Cold Storage is an EOE/M/F/D/V

Drug Free Workplace