Warehouse Customer Service Supervisor

Title: Warehouse Customer Service Supervisor

Location: Pasadena, TX

Who we are:

Voted one of the Nation's Best and Brightest Companies to Work for, Kuraray America, Inc. (KAI) is a global leader in specialty chemical, fiber, and resin production. With top-of-the-line research and production facilities and a vast network of supplies from around the world, Kuraray leads the industry in specialty dental, fiber, resin, and elastomer products. Kuraray America is a wholly owned subsidiary of Kuraray Company, Ltd. Based in Tokyo, Japan. Kuraray has operations in 32 countries and employs more than 12,000 employees, including over 800 in the United States.

Why Kuraray:

Kuraray is building a better tomorrow, today. Our team members are dedicated to expanding our business with committed professionals who share essential values such as integrity, excellence, teamwork, and accountability.

As a part of Kuraray America, Inc., our team shares the advantages of working for the leader in specialty chemicals, resins, and fibers. Our international presence and resources allow us to be a world-leading innovator in the industries we service. Yet, despite our size, our people are more than just a number. As a new team member, you can expect to earn responsibility quickly. Our commitment to our people is visible in our comprehensive benefits package. As a Kuraray team member, you will have the opportunity to enjoy competitive salaries and benefits, incentive opportunities, and an excellent work environment.

Position Summary:

The Warehouse Customer Service Supervisor is responsible for leading Kuraray's onsite Customer Service Representative (CSR) team at the dedicated warehouse and distribution center while providing administrative support for warehouse operations. This role ensures accurate order processing, exceptional customer service, and effective coordination between office and warehouse functions. The Supervisor oversees daily CSR activities, including order entry, shipping documentation, label creation, dock scheduling, sample order management, and inventory support activities while ensuring compliance with company policies, quality standards, and Responsible Care principles.

The Warehouse Customer Service Supervisor also performs key site administrative functions, including record retention, training documentation management, visitor processing, supply ordering, and support of corporate administrative requirements. This position partners closely with the Facility/Warehouse Manager, warehouse contractor, and cross-functional teams including Logistics, Customer Service, Product Management, Manufacturing, HS&E, Quality, and Finance to enhance the customer experience and support efficient warehouse operations.

Responsibilities:

Customer Service Leadership & Customer Experience

• Provide day-to-day leadership, coaching, training, and performance oversight of the onsite CSR team.
• Establish clear expectations, monitor performance, and support employee development and continuous skill enhancement.
• Serve as the primary point of escalation for customer inquiries, complaints, and service concerns.
• Ensure timely and accurate processing of orders, documentation, labels, shipping packets, and communication to warehouse operations.
• Champion a customer-focused culture and ensure timely responses to customers, carriers, and internal stakeholders.
• Coordinate workload assignments, scheduling, and prioritization during periods of high volume or operational constraints.
• Promote accuracy, accountability, and proactive issue resolution.
• Support customer escalations by identifying root causes and partnering with warehouse operations and logistics teams to develop corrective actions.
• Identify trends in customer service issues and recommend process improvements.

Order Management & Operational Support

• Oversee the preparation and accuracy of order-related documentation, including pick tickets, labels, bills of lading (BOLs), shipping documents, and staging instructions.
• Ensure orders are released accurately and on time to support customer commitments, production schedules, and export requirements.
• Manage dock scheduling, driver check-in activities, and communication with carriers, freight forwarders, and drayage providers.
• Coordinate sample order processing, including documentation, labeling, storage, and shipment activities.
• Support cycle counts, physical inventories, inventory reconciliations, and inventory documentation activities.
• Maintain accurate and compliant records related to shipments, export documentation, OS&Ds, inventory adjustments, photos, and operational transactions.

Administrative & Site Support

• Perform administrative activities including supply ordering, visitor sign-in management, invoice processing support, and maintenance of office files and records.
• Maintain controlled logs and documentation related to training, certifications, SOP acknowledgments, and compliance requirements.
• Ensure administrative records meet corporate requirements, audit standards, and Responsible Care expectations.
• Coordinate conference room schedules, vendor visits, and contractor appointments as needed.
• Support onboarding activities for new personnel by coordinating training requirements, site access, and administrative setup.

Process Improvement & Compliance

• Maintain and update customer service and administrative Standard Operating Procedures (SOPs), work instructions, and process documentation.
• Identify opportunities to improve customer satisfaction, operational efficiency, accuracy, and coordination between office and warehouse operations.
• Participate in continuous improvement initiatives, cross-functional projects, and operational reviews.
• Monitor key customer service and administrative performance metrics and communicate trends and improvement opportunities.
• Ensure compliance with company policies, quality standards, safety requirements, regulatory expectations, and Responsible Care principles.

Cross-Functional Collaboration

• Collaborate with Logistics, Customer Service, Planning, QA/QC, HS&E, Finance, and other stakeholders to support service levels, order accuracy, and compliance requirements.
• Partner with warehouse contractors and third-party service providers to align priorities, resolve discrepancies, and ensure smooth execution of warehouse activities.
• Support export coordination activities with freight forwarders, carriers, and logistics service providers.
• Serve as a key liaison between customer service, warehouse operations, and internal business partners.

Minimum Qualifications:

• HS Diploma
• Minimum of 5 years of customer service, logistics, warehouse administration, distribution, or supply chain experience in a manufacturing, chemical, or warehousing environment.
• Minimum of 2 years of supervisory, team lead, or people leadership experience.
• Strong proficiency in Microsoft Office applications, including Excel, Outlook, Teams, and Word.
• Experience analyzing data, creating reports, and communicating results.
• Experience with SAP (SD/MM/WM), warehouse management systems (WMS), or other order management platforms.
• Strong verbal, written, interpersonal, and customer service skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain accurate records, manage confidential information, and support compliance-related documentation requirements.
• Strong attention to detail, problem-solving capabilities, and commitment to accuracy.

Competencies:

• Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.

• Business Insight

• Applying knowledge of business and the marketplace to advance the organization's goals.

• Cultivates Innovation

• Creating new and better ways for the organization to be successful.

• Action Oriented

• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Ensures Accountability

• Holding self and others accountable to meet commitments.

• Drives Results

• Consistently achieving results, even under tough circumstance

• Collaborates

• Building partnerships and working collaboratively with others to meet shared objectives.

• Values Difference

• Recognizing the value that different perspectives and cultures bring to an organization

• Communicates Effectively

• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Courage

• Stepping up to address difficult issues, saying what needs to be said.

• Instills Trust

• Gaining the confidence and trust of others through honesty, integrity, and authenticity.

• Situational Adaptability

• Adapting approach and demeanor in real time to match the shifting demands of different situations.

We offer a competitive compensation package that includes base pay and an annual incentive. This program is designed to reward individual performance and align overall rewards with corporate and team performance.

Our employees benefit from a robust healthcare package that includes wellness reimbursements, along with generous perks such as three weeks of paid time off, ten company holidays, paid parental leave, education reimbursement, and a matching 401k plan, among other offerings.

Applicants must be authorized to work for ANY employer in the U.S.

Learn more at kuraray.us.com/careers/

Kuraray America, Inc. is an Equal Employment Opportunity/disability/protected veteran status

No third-party candidates accepted.