Customer Service Supervisor

Customer Service Supervisor At CJ Logistics, we don't just move products we move industries. As a Customer Service Supervisor, you'll be the heartbeat of our operations, helping to shape a high-performance team in a fast-paced, global logistics environment. Salary Range: $70,304 - $80,000 per year Schedule: 1st Shift (8 am to 4:30 pm), Monday to Friday 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. CJ Logistics About Statement: At CJ Logistics America, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We are an equal opportunity employer that values diversity, equity, and an inclusive workplace. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized people tend to only when they check every box. So if you think you might be a good fit for the role, but don't necessarily meet every single requirement on the job posting, we still encourage you to apply. CJ Logistics delivers integrated and multimodal logistics services, connecting every corner of the world via air, sea and land. As a lead logistics partner (LLP), third-party logistics provider (3PL) and supply chain consultant, we help customers leverage supply chain management as a competitive advantage, reducing total system costs, transforming business processes, improving service and facilitating growth and change. With a focus on social responsibility and sustainability through growth with customers and communities, we prioritize the wellbeing of the end consumer, our customers and our employees. CJ Logistics is responsible for the North America region, specializing in solutions for regulated industries such as food and beverage, consumer-packaged goods, healthcare and medical supplies, and tire and automotive. CJ Logistics is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and/or harassment of any type, including but not limited to discrimination and/or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, CJ Logistics participates in the E-Verify program in certain locations. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.