Customer Service Supervisor

Hitachi • Pearl City, HI

35d • Onsite

About The Position

Hitachi Rail is looking for an enthusiastic self-motivated Customer Service Supervisor to support and oversee daily operations of the Customer Service Office . As the successful candidate your ideas for continuous improvement and creativity are welcome. The position is based in Pearl City, HI .

Requirements

• Minimum 3 years of customer service experience serving the public, such as in transportation, call centers, retail, or other high‑volume environments.
• Competent written and spoken communication skills, with clear and professional writing ability.
• Ability to work in fast-paced, time-sensitive environments with competing priorities.
• Excellent organizational and time-management abilities with demonstrated task ownership.
• Proficiency in social media management tools and digital customer communication.
• Proficient in Microsoft Office applications Excel: Intermediate to Advanced Word: Basic to Intermediate Outlook: Intermediate PowerPoint: Basic SharePoint: basic
• A Bachelor’s Degree in Communications, Business Administration, or a related field, or equivalent experience.
• English Proficiency

Nice To Haves

• Bachelor’s Degree (preferred).
• Demonstrated ability to collaborate across departments and with external partners.
• Strong work ethics, initiative, and ability to operate with minimal supervision
• Experience handling community complaints or public‑facing communications.

Responsibilities

• Prioritize and resolve customer service issues, applying independent judgment to determine response strategies and escalation needs.
• Use CRM applications (i.e., Salesforce) to manage customer interactions, monitor case progress, and maintain accurate and timely records.
• Coordinate with internal departments, subcontractors, and the Client to prepare and deliver timely customer responses and ensure consistent information.
• Monitor real-time service disruptions (i.e., delays, outages, and cancellations), and translate technical service information into clear, concise customer notifications to publish across approved digital platforms.
• Prepare and support monthly reporting, including KPI updates, trend analysis, and operational summaries.
• Support department improvements by identifying workflow gaps and contributing to FAQs, knowledge bases, and troubleshooting guides.
• Conduct occasional Skyline passenger station visits to maintain operational familiarity, observe customers firsthand, and make informed customer experience improvements.
• Must be available to work during established Customer Service operational hours — including early mornings, evenings, weekends, and holidays — and able to adjust work hours based on operational demands, including occasional after‑hours support for service disruptions or special events.
• Manage incoming calls, emails, and feedback submissions; prioritize based on urgency and operational impact.
• Analyze customer feedback and trends and recommend process improvements to enhance customer experience.
• Self-managed tasks based on priority, demonstrating resourcefulness and flexibility.
• Develop and improve customer service and delivery strategies by recommending process improvements.

Benefits

• Hitachi Rail employees enjoy a comprehensive benefits package including Competitive Pay, Medical, Dental and Vision Insurance, Short & Long Term Disability, Life & Accident Insurance, Flexible Spending Accounts, a Retirement Savings Plan, and Paid Vacation.
• We also offer a variety of Training and Development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level