1st Shift Customer Service Supervisor

Distribution Services International, Inc.•Port Wentworth, GA

5d•Onsite

About The Position

The Customer Service Supervisor is responsible for overseeing daily customer service operations and ensuring the delivery of high-quality support across all channels. This role leads and supports a team of Customer Service Representatives (CSRs), providing guidance on account administration, service standards, and issue resolution. The supervisor manages workflow distribution to meet service level expectations, monitors team performance, and ensures productivity and quality goals are consistently achieved. This position plays a key role in training, coaching, and developing staff on company policies, procedures, and best practices. Additionally, the Customer Service Supervisor identifies opportunities to improve processes and implements solutions to enhance efficiency and customer satisfaction. The role also handles escalated customer concerns, working to resolve complex or sensitive issues, and may provide direct support when necessary.

Requirements

Must have a working knowledge of Microsoft Office Software, basic typing skills, familiarity with ten-key and the ability to operate the facility’s Warehouse Management System.
Gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Willing to help others when own tasks are completed.
Writes and speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Documents timelines accurately.
Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Two (2) or more years of related Warehousing & Distribution experience and/or training in a similar role. This related experience may be substituted for degree, or equivalent combination of education, training, and experience.

Responsibilities

Supervises CSR and office staff on a day-to-day basis.
Ensures that all CSR’s are trained in data entry, reporting, and the use of WMS and Excel-based tracking tools.
Coordinates closely with customer service staff to maintain and grow a high level of customer satisfaction through open communication with customers, operations, and senior management.
Distributes procedures and ensures proper training for appropriate personnel after initial account procedures have been completed.
Reviews standard operating procedures (SOP) for improvement and ensures production and inventory control processes (including FIFO and Kanban) are followed.
Directs all accounts payable activities, including the purchase requisition process and payable voucher process, in accordance with corporate standards.
Directs all accounts receivable activities, including collection efforts and review of billing issues/errors; supports billing approvals for VAS and other customer charges.
Ensures that weekend and month-end closings are complete and that all daily and weekly production and inventory reports (including LTR, Flash, and storage reports) are submitted accurately and on time.
Produces month-end accounting reports within the time limit as set forth by Accounting, and coordinates end-of-month efforts to ensure transactional and accessorial billings are completed.
Runs and reviews open shipment reports from the WMS; monitors daily, weekly, and monthly report accuracy and reconciles discrepancies as needed.
Tracks inventory for all clients, including goods received, shipped, and adjusted, ensuring accurate audit trails are maintained within the WMS.
Coordinates and oversees inventory cycle counts, investigates variances, and ensures proper reconciliation of discrepancies; manages offsite inventory as required.
Directs all payroll preparation efforts and assures that payroll checks are accurate and on time.
Maintains all payroll records in a confidential and organized manner.
Coordinates closely with CSR’s to ensure a proper audit trail of all customer inventory and billing transactions is maintained.
Reviews or audits assigned personnel to check all transactions prior to being finalized; audits weekly activity records to ensure accurate productivity.
Coordinates the distribution of corporate materials as necessary.
Assists the General Manager in developing vacation schedules, work schedules, and annual review schedules.
Prepares and maintains management reports as required, including production, LTR, and storage data summaries.
Assists with monitoring and coordinating projects and provides clients with regular updates as needed.
Perform duties or projects as assigned by the General Manager.