Customer Service Supervisor

Best Way Distribution•Kansas City, KS

44d•Onsite

About The Position

The Customer Service Supervisor is responsible for leading the customer service team within a third-party logistics (3PL) warehouse environment. This role serves as the primary liaison between clients and internal operations, ensuring accurate order fulfillment, timely communication, and high levels of customer satisfaction. The supervisor oversees daily customer service activities, supports issue resolution, and drives continuous improvement in service performance.

Requirements

High school diploma or GED required
3–5 years of customer service experience, preferably in a 3PL, warehousing, logistics, or distribution environment
1–2 years of supervisory or team lead experience preferred
Strong understanding of order fulfillment, inventory management, and shipping processes
Experience working with WMS (Extensiv a plus) TMS, ERP, or order management systems as well as ticketing systems or other customer service platforms
Excellent communication, problem-solving, and conflict resolution skills
Ability to manage multiple priorities in a fast-paced environment
Proficiency in Microsoft Office (Excel, Outlook, Word)

Nice To Haves

Client-facing experience with retail, e-commerce, or B2B accounts
Strong organizational and time-management skills
Data-driven mindset with experience reporting on service metrics
Ability to work cross-functionally with operations and leadership
Calm, professional demeanor under pressure
Continuous improvement mindset

Responsibilities

Supervise, coach, and support a team of Customer Service Representatives (CSRs)
Act as an escalation point for client issues related to orders, inventory, billing, shipping, or service levels
Maintain strong relationships with key client contacts and ensure contractual service expectations are met
Coordinate closely with Warehouse Operations, Transportation, and Inventory teams to resolve issues and prevent reoccurrence
Monitor order flow in the ticketing system, backorders, rush requests, and client-specific requirements
Ensure accurate order entry, documentation, and system updates in the WMS, OMS, or ERP
Review and analyze customer service metrics (KPIs, SLAs, response times, error rates)
Assist with onboarding new clients, including process documentation and SOP development
Identify trends, recurring issues, and opportunities for process improvement
Support peak seasons, holidays, and special projects as required
Ensure team compliance with company policies, procedures, and client contract