Customer Service Supervisor

MainOcean Carolinas, Logisitics, LLC•Summerville, SC

About The Position

Are you tired of feeling like just a number at work? At MainOcean, we believe work should be more than just a job ~ it should feel like a second home. We pride ourselves on offering a family-style environment where every team member is a valued contributor and shares a commitment to excellence. With over 100 years of combined expertise across three generations, our business stands as a cornerstone in logistics and transport throughout the Southeast and Gulf Coast. We excel in providing innovative supply chain solutions through our integrated network of warehouses, ports, and transportation services. Come join our passionate team and experience a dynamic, collaborative environment where your growth and success are at the heart of what we do. About Us: We are proud to be a family-run, regionally focused company led by three generations with more than 100 years of combined logistics, transport and stevedore experience in the Southeast and Gulf Coast. MainOcean LLC, is a consolidated family of companies providing logistics and supply chain solutions to cargo owners and shippers through the warehouse, port, and transportation industries. Job Purpose: The Customer Service Supervisor leads and supports Customer Service Representatives (CSR’s) while directly managing assigned accounts. This role serves as a key liaison among customers, CSR’s, warehouse associates, dispatch teams and leadership to ensure seamless communication, coordination, and service execution. In addition to overseeing designated accounts, the Supervisor provides backup coverage for other customer accounts as needed to ensure continuity of service.

Requirements

High School Diploma required.
1+ years of experience in 3PL or logistics environment.
1+ years of customer service experience.
Familiarity with WMS systems.
Able to type 40 to 60 words per minute.
Proficiency in Microsoft Office, particularly Word, Excel, PowerPoint, and Outlook.
Excellent phone etiquette, customer service and interpersonal skills.
Excellent verbal and written communication skills.
Excellent organizational, task and time management skills.
Excellent attention to detail.
Strong problem solving and troubleshooting skills with an analytical mindset.
Possess a strong sense of initiative, “can-do” attitude, and be a proactive problem-solver.
Able to adapt to shifting priorities in a fast-paced environment while maintaining the ability to meet deadlines.
Flexible team player.

Responsibilities

Provide proactive communication to CSR’s, customers, warehouse associates, and the dispatch team.
Respond to Customer inquiries in a timely manner with a proactive approach and sense of urgency.
Investigate, troubleshoot and resolve customer issues by accurately gathering details and identifying root causes.
Escalate complex or unresolved customer concerns to management and implement approved resolutions.
Execute management approved resolution for the Customer.
Ensure adherence to established order processes, policies and procedures.
Maintain records as required by company and regulatory standards.
Collaborate, assist and cross train teammates on accounts and processes.
Serve as a backup coverage for customer accounts to support service continuity during absences or high-volume periods.
Support continuous improvement by contributing to the ongoing efforts to improve all experiences with MainOcean Carolinas, LLC.
Assist with customer account inventories as needed.
Additional duties as assigned.
Duties and responsibilities may change, and new ones may be added, at any time with or without advanced notice.