Distribution Customer Service & Booking Supervisor

Expeditors • Irving, TX

3d

About The Position

Leads the office team responsible for orders, bookings, and customer communication, based on 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.

Program responsibilities vary: Revenue Fulfillment (REV1, REV2) handles carrier bookings and customer-facing order status for high-value hardware; RMA Fulfillment (RMAF1) handles advance-replacement orders where speed and serial-number accuracy are critical; and the RMA Operations (RMAO1) variant handles 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.

Requirements

• Customer service or logistics office experience, including lead or supervisory experience; years of experience 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 for access to a high-value facility with access control and CCTV.
• Flexibility for peak periods, overtime, and occasional weekend work.

Nice To Haves

• College degree preferred.
• Carrier booking experience is a plus.
• Bilingual ability is a plus.

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 relevant programs, handle carrier bookings and customer-facing order status, advance-replacement orders, or returns communication and documentation.
• For REV2, help establish the customer service desk, including hiring and training.

Benefits

• Paid vacation, holiday, and sick time.
• Medical health plan.
• Life insurance.
• Employee Stock Purchase Plan.
• Training and Personnel Development Program.
• Growth opportunities within the company.
• Employee Referral Program.
• Bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed