The Customer Service Supervisor is responsible for overseeing the daily operations of the Customer Service team, ensuring the efficient coordination of client shipments from order entry through delivery and invoicing. This role leads a team of representatives, drives performance against key service metrics, and acts as an escalation point for clients and carriers.

The Supervisor ensures all freight is executed on time, damage-free, and at the agreed rate, while maintaining high levels of client satisfaction, shipment visibility, and operational accuracy.

·      Team Leadership & Performance Management

o  Supervise, coach, and develop a team of Customer Service Representatives

o  Monitor daily workloads, prioritize tasks, and ensure coverage across all accounts

o  Train new hires and reinforce best practices, processes, and service standards

o  Act as the primary escalation point for complex shipment or client issues

·        Operational Oversight

o  Oversee order entry and shipment lifecycle to ensure accuracy and efficiency

o  Ensure all shipments are tracked proactively from pickup through delivery

o  Identify and address service failures, implementing corrective actions as needed

o  Ensure timely and accurate billing, including file completion and documentation

o  Drive process improvements to increase efficiency and reduce errors

·        Carrier Communication

o  Follow up with carriers to ensure they are clear on what is required and can meet the requirements

o  Communicate regularly with carriers to ensure on time pick up and delivery

o  Report on any carrier issues to your supervisor

·        Client Support

o  Work with clients on any issues regarding their transportation

o  Develop and maintain client relationships

·        Communication & Reporting

o  Ensure accurate and timely updates are entered into systems for client reporting

o  Provide regular reporting on team performance, service levels, and key metrics

o  Communicate operational updates, risks, and issues to management

·        Measured Key Performance Indicators

o  On-time pickup and delivery performance

o  Shipment visibility and tracking compliance

o  Client response and resolution times

o  Billing accuracy and timeliness

o  Team productivity and service quality

 

 

·        Minimum 3–5 years of experience in logistics, transportation, or 3PL customer service

·        Previous leadership or supervisory experience preferred (or strong informal leadership experience)

·        Solid understanding of LTL, FTL, and cross-border freight

·        Proven ability to manage high shipment volumes in a fast-paced environment

·        Strong communication, problem-solving, and organizational skills

·        High attention to detail with a focus on accuracy and accountability

·        Ability to coach, mentor, and motivate a team

·        Experience with TruckMate or similar TMS is a strong asset