Customer Service Supervisor

Position Summary:

The Customer Service Supervisor is responsible for overseeing the customer service team to ensure the delivery of exceptional service, satisfaction, and operational efficiency. This role involves managing day-to-day customer service operations, implementing policies, coaching team members, and collaborating with other departments to resolve issues promptly and improve overall service delivery. The ideal candidate will utilize analytical skills to evaluate service performance metrics and drive improvements, with a focus on maintaining high levels of customer engagement and satisfaction.

Essential Duties and Responsibilities:

• Team Leadership & Management:
  • Supervise, coach, and mentor the customer service team to ensure they meet and exceed service, quality, and performance targets.
  • Conduct regular performance evaluations, provide constructive feedback, and oversee the professional development of team members.
  • Create and manage schedules and staffing levels to ensure adequate coverage during all operational periods.
  • Participate in the recruitment, onboarding, and training of new staff members.
• Service Operations & Improvement:
  • Develop and implement scalable processes and strategies to improve customer satisfaction, retention, and service efficiency.
  • Handle escalated customer complaints and complex service issues, ensuring prompt, effective, and complete resolution.
  • Monitor and analyze customer service metrics (e.g., CSAT, NPS, response times, FCR) to identify areas for process improvement.
• Collaboration & Logistics Support:
  • Collaborate with cross-functional teams, including Operations, Sales, IT, and Logistics, to address customer feedback and needs related to warehousing and 3PL services.
  • Ensure the team maintains a strong working knowledge of warehousing and 3PL systems and processes (WMS, YMS, LMS, etc.) to accurately and efficiently address customer inquiries.
  • Maintain compliance with all established service protocols and company policies.

Required Qualifications:

• Proven experience in customer service, preferably in a supervisory or management role.
• Strong leadership, problem-solving, and analytical skills with experience tracking and reporting on KPIs.
• Excellent communication and interpersonal skills with the ability to motivate and manage a team.
• Proficiency in CRM software (HubSpot a plus) and other customer service tools.
• Familiarity with 3PL, warehousing processes, and related systems (WMS, YMS) is a plus.
• Ability to work in a fast-paced environment while maintaining high service standards.

Physical Demands:

• Ability to sit for extended periods while using a computer.
• Occasional lifting of up to 25 pounds for moving office equipment or supplies.
• Must be able to focus and engage in tasks for extended periods.

Work Environment:

• Office setting with a collaborative and dynamic atmosphere. Warehouse
• May involve working with various departments and interacting with customers both in person and virtually
• Flexibility to work outside standard business hours, as needed.

Travel Requirements:

• Occasional travel may be required for meetings, conferences, or team development activities.

Equipment Used:

• Standard office equipment including computers, telephones, printers, and copiers.
• Customer Relationship Management (CRM) software and other related applications.

Supervisory Responsibilities:

• Direct supervision of customer service representatives and other team members as assigned.
• Responsible for performance management, coaching, and professional development of team members.
• Oversee staffing levels and scheduling to ensure coverage meets operational needs.

Benefits:

• Health Coverage That Starts Fast – Medical, Dental & Vision kicks in the first of the month after just 30 days.
• Smile on Us – We’re covering your dental premiums for all of 2026!
• Security You Can Count On – Paid Life Insurance + 401(k) with company match.
• Time Off from Day One – PTO, holidays, and 2 floating holidays for flexibility.
• Weekly Paychecks – Because waiting is overrated.
• Invest in YOU – Full tuition grants & tuition reimbursement.
• Celebrate Success – Quarterly performance bonuses.

Hayes Company/Knight Swift Warehousing and Fulfillment is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.