CJ Logistics America · 2 hours ago
Customer Service Supervisor
Laredo, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expCJ Logistics America is a leading logistics provider seeking a Customer Service Supervisor to lead their customer service team. This role involves ensuring service excellence through collaboration, effective reporting, and resolution of service issues while acting as a liaison between customers and operations.
Transportation/Trucking/Railroad
No H1B
Responsibilities
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
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
Assist recruiting, interviewing, and onboarding new team members
Supervise, train, and support the 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
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
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
Qualification
Required
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
Experience in warehousing, logistics, or supply chain environments
Experience with KPI reporting and customer service tools
Company
CJ Logistics America
CJ Logistics America is a North American-based integrated supply chain service organization with operations in the United States, Mexico, and Canada.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ken Heller
Chief Operating Officer
Aaron Dumbauld
Director, Strategic Partnerships
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