Customer Service Supervisor

Position Summary

The Customer Service Supervisor is responsible for leading the customer service team within a third-party logistics (3PL) warehouse environment. This role serves as the primary liaison between clients and internal operations, ensuring accurate order fulfillment, timely communication, and high levels of customer satisfaction. The supervisor oversees daily customer service activities, supports issue resolution, and drives continuous improvement in service performance.

Key Responsibilities

• Supervise, coach, and support a team of Customer Service Representatives (CSRs)
• Act as an escalation point for client issues related to orders, inventory, billing, shipping, or service levels
• Maintain strong relationships with key client contacts and ensure contractual service expectations are met
• Coordinate closely with Warehouse Operations, Transportation, and Inventory teams to resolve issues and prevent reoccurrence
• Monitor order flow in the ticketing system, backorders, rush requests, and client-specific requirements
• Ensure accurate order entry, documentation, and system updates in the WMS, OMS, or ERP
• Review and analyze customer service metrics (KPIs, SLAs, response times, error rates)
• Assist with onboarding new clients, including process documentation and SOP development
• Identify trends, recurring issues, and opportunities for process improvement
• Support peak seasons, holidays, and special projects as required
• Ensure team compliance with company policies, procedures, and client contract

Qualifications

• High school diploma or GED required
• 3–5 years of customer service experience, preferably in a 3PL, warehousing, logistics, or distribution environment
• 1–2 years of supervisory or team lead experience preferred
• Strong understanding of order fulfillment, inventory management, and shipping processes
• Experience working with WMS (Extensiv a plus) TMS, ERP, or order management systems as well as ticketing systems or other customer service platforms
• Excellent communication, problem-solving, and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Outlook, Word)

Preferred Skills & Attributes

• Client-facing experience with retail, e-commerce, or B2B accounts
• Strong organizational and time-management skills
• Data-driven mindset with experience reporting on service metrics
• Ability to work cross-functionally with operations and leadership
• Calm, professional demeanor under pressure
• Continuous improvement mindset

Physical & Work Environment Requirements

• Office-based role within a warehouse environment, with consistent time spent on the warehouse floor
• Ability to sit, stand, and walk throughout the workday
• Occasional overtime during peak seasons or operational disruptions

Compensation & Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance