Customer Service Supervisor

Yusen Logistics • Edison, NJ

3d • Onsite

About The Position

The Customer Service Supervisor supports the daily operations of the customer service team to ensure timely, accurate, and high‑quality service for all clients. This role provides direct guidance to customer service representatives, assists with escalated issues, and helps maintain efficient workflows that support a positive customer experience.

Requirements

• High School Degree or equivalent required; Bachelor’s degree preferred
• 4-6 more years of supply chain, logistics experience, customer service experience (including 3+ year of supervisory or lead role)
• Professional knowledge of Microsoft Operating system including Outlook, Word, Excel, PowerPoint, Sharepoint, and Teams
• Strong leadership abilities with a record of effectively managing and motivating teams to achieve targets and deliver excellence
• Excellent communication skills, interpersonal skills, and conflict resolution skills
• Ability to thrive in a fast-paced, dynamic environment and adapt the changing businesss needs

Responsibilities

• Lead, coach, and mentor a team of customer service representatives to deliver outstanding support to clients.
• Serve as the primary point of contact for key clients, addressing their inquiries, concerns, and feedback in a timely and professional manner.
• Provide regular feedback and assist team members with resolving customer inquiries and challenges.
• Manage customer escalations by investigating issues and ensuring timely and satisfactory resolutions.
• Provide coverage and handle customer accounts during team member absences to ensure uninterrupted service and consistent response times
• Monitor daily workflows to ensure adherence to established procedures.
• Recommend improvements to processes and tools, working together with operational leadership
• Track and review individual and team performance metrics (KPIs).
• Provide coaching based on performance results to help team members meet expectations.
• Support team members’ development by sharing best practices, job knowledge, and resources.

Benefits

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Standard 10 days PTO
• Eligible for bonus plan
• 7 Paid Holidays
• Eligble for OT pay if applicable
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees