Bilingual Customer Service Supervisor | Data-Driven Leader

Colonial Group; Laredo, Northern (TX, KY); Hybrid; USD 61,000 - 72,000; Full time

Job summary

Colonial Group is seeking a Customer Service Supervisor to lead the customer service team and align client expectations with operational performance. You will serve as a liaison between customers and operations, deliver data-driven insights, manage escalations, and support team development.

This on-site role in Texas requires strong Excel skills, KPI reporting, and experience supervising a fast-paced team, with occasional travel.

Qualifications

• Bachelor’s degree in Business, Supply Chain, or related field or equivalent relevant experience.
• 2+ years of supervisory experience in customer service or operations.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access).
• Ability to travel as needed.

Responsibilities

• Lead the customer service team to align client expectations with operational performance.
• Provide data-driven insights and reporting; resolve service issues and escalations.
• Recruit, interview, and onboard new team members; supervise and develop staff.
• Plan staffing and allocate resources for the Customer Service team.
• Collaborate with Operations, Inventory, and Quality to resolve issues.
• Oversee exception management and ensure timely customer requests handling.
• Identify and implement service improvements and process optimizations.

Skills

Microsoft Office Suite

Data analysis

Team leadership

Communication skills

Travel ability

Education

Bachelor’s Degree in Business, Supply Chain, or related field

Job description

Colonial Group is seeking a Customer Service Supervisor to lead the customer service team and align client expectations with operational performance. You will serve as a liaison between customers and operations, deliver data-driven insights, manage escalations, and support team development.

This on-site role in Texas requires strong Excel skills, KPI reporting, and experience supervising a fast-paced team, with occasional travel.