Supervisor, Customer Service

Forward Air • Greeneville, TN

9d • Onsite

About The Position

The Supervisor, Customer Service provides day-to-day leadership, coaching, and operational oversight for a team of Customer Service Representatives (CSRs) in a high-volume, service-focused environment. They ensure consistent execution of service standards across all contact channels, including phone, email, chat, and customer escalations. They manage staffing levels, attendance, scheduling, and real-time workload distribution to maintain service levels and promote positive customer experience. They serve as an escalation point for complex or sensitive issues and collaborate closely with cross-functional teams to drive timely resolution. They support performance management, training, quality assurance, and continuous improvement initiatives.

Requirements

• High School Diploma or GED equivalent required; degree preferred.
• 3+ years of experience in customer service, preferably in a high-volume contact center or transportation/logistics environment, with at least 1 year in a leadership or supervisory capacity.
• Technical expertise in AS400 and Salesforce.
• Demonstrated expertise in customer service systems, workflows, and multi-platform navigation, with the ability to troubleshoot issues and guide others.
• Proven ability to lead teams through coaching, performance feedback, conflict resolution, and accountability practices.
• Strong analytical and decision-making abilities, including experience managing escalations, complex customer or carrier issues, and time-sensitive decisions.
• Experience managing scheduling, attendance, staffing adjustments, and workforce prioritization in a dynamic environment.
• Excellent verbal and written communication skills with the ability to coach, influence, and develop team members at all levels.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Comfort commuting to/from and working in a 100% on-site setting, with travel for related meetings/events.

Nice To Haves

• Experience supporting training, quality monitoring, or process improvement initiatives preferred.

Responsibilities

• Provide daily leadership, direction, and support to a team of Customer Service Representatives, ensuring consistent execution of service standards and operational processes.
• Manage staffing, scheduling, attendance, and real-time workload allocation to maintain service levels across phone, email, and chat channels.
• Conduct performance reviews and ongoing coaching sessions, including feedback delivery, development planning, and corrective action when necessary.
• Serve as a senior escalation point for high-level customer or carrier issues, performing in-depth research and coordinating cross-functionally to drive resolution.
• Monitor key performance metrics, call quality, and team productivity, identifying trends and implementing actions to improve performance.
• Participate in recruiting, interviewing, and hiring activities to build and maintain a high-performing customer service team.
• Oversee new hire onboarding and ongoing training initiatives, partnering with training resources as needed to support skill development and process mastery.
• Maintain and update SOPs, knowledge articles, and process documentation to ensure accuracy, clarity, and alignment with current operations.
• Support workload forecasting, staffing plans, and operational reporting in collaboration with leadership and workforce planning resources.
• Identify areas for process improvement, quality enhancements, or system refinements and recommend actionable solutions.
• Model professionalism, accuracy, and a customer-first mindset while fostering a positive, inclusive team environment.
• Ensure adherence to company policies, safety standards, and regulatory requirements.
• Regular and dependable attendance is required to support team and business needs.
• All other duties as assigned to meet evolving business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED