Customer Service Supervisor

Overview

Salary Range: $54,971-$87,343

 

Position Summary

The Customer Service Supervisor supports the daily operations of the customer service team to ensure timely, accurate, and high‑quality service for all clients. This role provides direct guidance to customer service representatives, assists with escalated issues, and helps maintain efficient workflows that support a positive customer experience.

Responsibilities

Essential Duties and Responsibilities

• Lead, coach, and mentor a team of customer service representatives to deliver outstanding support to clients.
• Serve as the primary point of contact for key clients, addressing their inquiries, concerns, and feedback in a timely and professional manner.
• Provide regular feedback and assist team members with resolving customer inquiries and challenges.
• Manage customer escalations by investigating issues and ensuring timely and satisfactory resolutions.
• Provide coverage and handle customer accounts during team member absences to ensure uninterrupted service and consistent response times
• Monitor daily workflows to ensure adherence to established procedures.
• Recommend improvements to processes and tools, working together with operational leadership
• Track and review individual and team performance metrics (KPIs).
• Provide coaching based on performance results to help team members meet expectations.
• Support team members’ development by sharing best practices, job knowledge, and resources.

 

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Qualifications

• High School Degree or equivalent required; Bachelor’s degree preferred
• 4-6 more years of supply chain, logistics experience, customer service experience (including 3+ year of supervisory or lead role)
• Professional knowledge of Microsoft Operating system including Outlook, Word, Excel, PowerPoint, Sharepoint, and Teams
• Strong leadership abilities with a record of effectively managing and motivating teams to achieve targets and deliver excellence
• Excellent communication skills, interpersonal skills, and conflict resolution skills
• Ability to thrive in a fast-paced, dynamic environment and adapt the changing businesss needs

 

Essential Job Functions

• Work is primarily performed in an office environment with moderate noise levels (phones, printers, conversations). 
• Involves prolonged periods of sitting at a desk and frequent use of computers and office equipment. 
• Regular use of hands and fingers, including, but not limited to, typing, filing, frequent keyboarding, mouse clicking and handling documents. 
• Occasional lifting or moving of office supplies or equipment up to 25 pounds. 
• Requires strong analytical, decision-making, and critical-thinking skills. 
• Must be able to read, interpret, and compose clear written and verbal communications. 
• Visual acuity required for tasks including, but not limited to, computer work, document review, and data analysis. 
• Must maintain strong organizational skills, confidentiality, and independent work habits. 
• Adaptability to changing priorities and effective professional communication with colleagues and customers. 
• Regular, punctual attendance and compliance with all company policies and procedures; occasional overtime may be required. 
• On-Site Requirements: In-office presence required for meetings, team events and scheduled days.  

 

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not exhaustive; environmental conditions and physical requirements may vary depending on the specific office location, workstation configuration, or business necessity. 

 

 

 

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

 

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Standard 10 days PTO 
• Eligible for bonus plan
• 7 Paid Holidays 
• Eligble for OT pay if applicable 
• Flexible Spending