Bilingual (English/Korean) Customer Service Supervisor
About The Position
CJ Logistics is hiring a Bilingual (English/Korean) Customer Service Supervisor to lead the customer service team and align client expectations with operational performance. The role supports service excellence through proactive collaboration, reporting, and resolution of service issues, and serves as a liaison between customers and operations. The supervisor provides data-driven insights, manages escalations, and supports the development and performance of the customer service team. The position is on-site and operates across both warehouse and office environments. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. (first shift), with flexible hours potentially required to support deadlines or cross-functional collaboration. Occasional domestic travel to other CJ facilities may be required. Annual compensation is $67,000–$75,000, with no incentive eligibility.
Requirements
- Bilingual in Korean and English.
- At least 2 years of supervisory experience in customer service or operations.
- Advanced proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Access.
- Ability to analyze data and provide actionable recommendations.
- Demonstrated ability to manage performance and lead teams in a fast-paced environment.
- Strong interpersonal and communication skills.
- Ability to travel as needed.
- A bachelor's degree in Business, Supply Chain, or a related field is preferred, or equivalent relevant experience.
Nice To Haves
- Experience in warehousing, logistics, or supply chain environments.
- Experience with KPI reporting and customer service tools.
Responsibilities
- Serve as the main point of contact for customer service inquiries, requests, and escalations.
- Build and maintain customer relationships and address customer requirements, quality concerns, volume spikes, and exception requests in collaboration with internal stakeholders.
- Produce, deliver, and interpret regular KPI and operational performance reports using CJ Logistics tools.
- Monitor and analyze carrier performance, inbound load quality, consignee performance, and order fulfillment.
- Review demand forecasts and labor planning to identify and address variances.
- Assist with recruiting, interviewing, and onboarding team members.
- Supervise, train, and support Customer Service Specialists, fostering a collaborative, high-performing team culture.
- Execute staffing plans and allocate resources to ensure adequate team coverage.
- Conduct performance reviews and provide constructive feedback to support service excellence and operational objectives.
- Collaborate with Operations, Inventory, and Quality teams to resolve service or inventory management issues.
- Oversee exception management processes to ensure customer requests are handled efficiently and accurately.
- Identify opportunities for service improvement and process optimization.
- Lead regular team meetings to communicate updates, align goals, and share best practices.
- Provide timely updates and reporting to customers and internal leadership.
- Ensure adherence to company policies, safety standards, and customer requirements.
- Participate in training programs and perform other related duties as assigned or required.
Benefits
- Medical, dental, vision, life, and disability insurance.
- 401(k) retirement savings.
- Paid time off.
- Tuition assistance.
- Early access to earned wages.
- Opportunities for advancement.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
