Customer/Client Services Team Lead

Odyssey-Logistics-; Pearl City (HI); On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

Medical plans

Dental Insurance

Vision Insurance

Life and Disability Insurance

401(k) Plan with Company Match

PTO & Holidays

Employee Assistance Program

Health & Wellness Program

Discounts with Vendors

Job summary

Odyssey Logistics in Pearl City, HI is seeking a Customer Service Team Lead to oversee daily operations and drive service excellence. You will mentor and coach a team of customer service representatives, monitor performance metrics, and implement process improvements to enhance customer experiences.

The role requires 3–5 years of customer service leadership, a Bachelor's degree, and proficiency with CRM software and data reporting tools.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field preferred.
• Minimum of 3–5 years of customer service experience.
• Experience mentoring, coaching, or supervising team members preferred.
• Ability to provide constructive feedback, coach employees, and support team development.
• Strong leadership and communication skills.

Responsibilities

• Lead and mentor customer service representatives.
• Monitor performance metrics and improve operations.
• Handle escalated customer concerns and ensure service quality.
• Collaborate with other departments to improve customer experience.
• Prepare performance reports and support cost-saving initiatives.

Skills

Leadership

Coaching

Customer service

Communication

Problem-solving

Analytics

Team collaboration

Education

Bachelor's degree in Business Administration/Management

Tools

CRM software

Office suite

Data reporting tools

Job description

Customer Service Team Lead

Pearl City, HI

About Odyssey Logistics

Odyssey Logistics is a global logistics and supply chain partner helping businesses optimize performance through fully integrated, end-to-end solutions. We connect transportation, technology, and expertise across a broad network of services including 3PL and 4PL managed services, multimodal and intermodal transport, warehousing, trucking, Jones Act Ocean, and customs brokerage, ensuring goods move reliably, efficiently, and intelligently around the world.

Today, Odyssey supports more than 6,000 customers globally, delivering scalable, data-driven solutions across complex supply chains. What started with a single client has grown into a dynamic, evolving organization focused on performance, precision, and long-term partnership.

What Sets Us Apart

Our work is complex, fast-moving, and highly collaborative. Success here requires people who think strategically, operate with urgency, and navigate across functions to solve real business challenges. We value individuals who take ownership, challenge the status quo, and turn insight into action.

Our culture is grounded in five core values: Win Together, Innovate Boldly, Drive Results, Customer Centric, and Guide with Care. These are not just principles; they shape how we make decisions, partner with customers, and show up for each other.

At Odyssey, you are not just part of a company; you are part of building what comes next.

The Role

Work Model: Onsite
Work Schedule: Full-time, approximately 40 hours per week; overtime as scheduled
Travel Requirements: None
Pay: $28-30/hr
Supervisory Responsibilities: Yes – Direct supervision of Customer Service team members
Reports to: Manager, Customer Service

Summary / Primary Role

The Customer Service Team Lead oversees daily customer service operations, ensuring exceptional service delivery, customer satisfaction, and effective team performance. This role serves as a subject matter expert, providing guidance, coaching, and support to customer service representatives while ensuring adherence to company policies and service standards.

The Team Lead also monitors performance metrics, identifies opportunities for operational improvements, resolves escalated customer concerns, and collaborates with other departments to enhance the overall customer experience.

What You'll Do

We are seeking a proactive and experienced Customer Service Team Lead who can motivate a team, maintain high service standards, and drive continuous improvement. The ideal candidate demonstrates strong leadership, problem-solving, communication, and analytical skills, with the ability to balance daily operational needs with long-term departmental goals.

Team Leadership & Development

• Serve as a subject matter expert and provide guidance and mentorship to customer service representatives.
• Provide performance feedback, coaching, and counseling to direct reports while supporting training and professional development initiatives.

Customer Service & Operational Excellence

• Ensure consistent adherence to customer service policies, procedures, and standards while handling escalated customer concerns and complex service issues.
• Identify process improvement opportunities and implement strategies to improve operational efficiency and customer satisfaction.

Performance Management & Reporting

• Monitor and analyze key performance metrics to ensure service levels and customer satisfaction goals are achieved.
• Prepare regular performance reports, present findings to management, and use data-driven insights to support operational decisions and cost-saving initiatives.

Cross-Functional Collaboration

• Foster a positive, collaborative, and accountable team environment that promotes high morale and productivity.
• Partner with other departments to streamline operations, improve the customer experience, and stay informed of industry trends and best practices.

What You Bring

Education

• Bachelor's degree in Business Administration, Management, or a related field preferred.

Experience

• Minimum of 3–5 years of customer service experience.
• Previous experience mentoring, coaching, or supervising team members preferred.

Leadership & Management

• Ability to provide constructive feedback, coach employees, and support team development.
• Ability to promote teamwork, accountability, and a positive work environment.

Technical Knowledge

• Proficiency in customer service software, computer applications, and related business tools.
• Ability to analyze performance data, prepare reports, and generate actionable insights.

Core Competencies & Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Analytical and conceptual thinking.
• Strong interpersonal and collaboration skills.
• Effective time management and organizational skills.
• Professionalism, reliability, and personal accountability.
• Ability to work in a fast-paced environment and manage competing priorities.

Compensation & Schedule Details

$28-30/hr

All applicants must be currently authorized to work in the United States.

Benefits

We offer a comprehensive and competitive compensation and benefits package, including:

• A choice of medical plans with FSA and HSA options
• Dental Insurance
• Vision Insurance
• Company-paid Life and Disability Insurance
• 401(k) Plan with Company Match
• Paid Time Off (PTO) and Company Holidays
• Employee Assistance Program
• Company Health & Wellness Program
• Discounts with Preferred Vendors

At Odyssey, we believe the best ideas come from people with different skills, experiences, and perspectives. We welcome applicants from all backgrounds and evaluate every candidate based on the qualifications needed for the role, while also valuing the unique strengths, curiosity, and fresh thinking each person brings.

Our commitment to inclusion helps fuel innovation and enables us to deliver smarter, more creative solutions for our customers. We are proud to be a workplace where everyone is treated with respect, given equal opportunity to succeed, and encouraged to contribute in meaningful ways. All employment decisions are based on merit, without regard to race or ethnicity, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other characteristic protected by federal, state, or local law.

Odyssey does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

Visit us at: www.OdysseyLogistics.com/careers