Distribution Customer Service & Booking Supervisor

Expeditors•Irving, TX

1d•Onsite

About The Position

Leads the office team responsible for managing orders, bookings, and customer communication, following the Expeditors Distribution Supervisor – Office profile. Manages work orders, inventory records, and CSR assignments, and serves as the day-to-day voice of the operation to the client program team. The description also covers the RMA Operations Customer Service Supervisor role, which focuses on returns rather than carrier bookings. The work spans several programs: Revenue Fulfillment (REV1 and REV2), with carrier booking and customer-facing order status for high-value hardware; RMA Fulfillment (RMAF1), with advance-replacement orders where speed and serial-number accuracy are critical; and the RMA Operations (RMAO1) variant, covering returns communication, OS&D notifications, disposition, and returns-to-vendor documentation. For REV2, the supervisor helps establish the customer service desk, including hiring and training to mirror REV1. The role is primarily office-based, with regular time on the warehouse floor of a secured, high-value facility. Extended computer work is expected, and ESD and PPE rules apply on the floor. A background check is required. Flexibility for peak periods, overtime, and occasional weekend work is required.

Requirements

Customer service or logistics office experience, including lead or supervisory experience; years are not specified.
Strong Excel, WMS, and order-management skills.
Excellent written and verbal communication skills.
Ability to remain composed under deadline pressure.
Background check required.
Flexibility for peak periods and overtime.

Nice To Haves

College degree preferred.
Carrier booking experience.
Bilingual ability.
Willingness to work occasional weekends.

Responsibilities

Manage work orders and CSR/agent assignments across the shift.
Oversee order intake, release, and status updates in the WMS and customer systems.
Book carriers and confirm pickups against order cut-off times and ship-date commitments.
Maintain accurate inventory and transaction records and resolve exceptions with floor supervisors.
Provide proactive order-status communication and escalate issues to client stakeholders.
Prepare daily and weekly service reports for the Operations Manager.
Train, coach, and evaluate EI agents; maintain desk procedures and SOPs.
Support QMR preparation with service data and issue summaries.
For REV2, help establish the customer service desk, including hiring and training to mirror REV1.
For RMA Operations, manage returns communication, OS&D notifications, disposition, and returns-to-vendor documentation.