Customer Care Supervisor

Lineage Logistics•Conklin, NY

About The Position

The Customer Care Supervisor oversees general office and customer service activities that support the daily results of warehouse operations. The role supervises and develops direct reports, handles billing and customer claims, resolves escalated customer issues, and coordinates with Operations to meet turnaround goals. The supervisor also partners with Operations on customer activity reporting and assesses root causes to improve customer service over time. The position offers a career path within Lineage, with opportunities for greater responsibilities and promotions. Lineage describes its workplace as energizing and enjoyable and emphasizes respect, care, employee development, and engagement.

Requirements

At least 3 years of customer service experience in a warehousing and/or distribution environment.
Excellent verbal and written communication skills, including the ability to interact with internal and external customers.
Excellent problem-solving skills and attention to detail.
Proficient computer skills, including Microsoft Office Suite.
Ability to lift a minimum of 20 lbs./9 kgs.; required weight may be greater depending on the facility.
Ability to work a flexible work schedule and shift, including weekends if needed.

Responsibilities

Supervise, train, provide performance feedback to, and assign duties to direct reports to support productivity, efficiency, and effectiveness.
Serve as the point of contact for billing and customer claims.
Handle escalated customer issues and validate claims.
Coordinate with Operations to meet on-time turnaround goals.
Partner with Operations to prepare regular reports of customer activity.
Conduct root cause assessments to proactively improve customer services month over month.