Customer Service Supervisor

BGDC Distribution; Forest Park (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

BGDC Distribution in Forest Park, GA is seeking a Customer Service Supervisor to lead daily customer service operations and ensure exceptional support for internal and external customers. Under the direction of the Quality Control Manager, you will supervise staff, address escalated issues, and drive process improvements across functions.

This role requires a Bachelor’s degree and at least three years in customer service, preferably in warehousing or logistics, with strong communication and

Qualifications

• Bachelor’s degree or equivalent education/experience in a relevant field.
• At least 3 years of customer service experience, preferably in warehouse, distribution, logistics, or supply chain.
• Previous supervisory or leadership experience is preferred.
• Working knowledge of warehouse operations and customer service best practices.
• Strong verbal and written communication skills.

Responsibilities

• Investigate and resolve customer concerns and operational issues to identify root causes.
• Communicate professionally with customers by phone and email to provide timely support.
• Supervise and coach customer service team members to maintain high performance.
• Analyze service metrics and prepare reports to identify trends and improvements.
• Coordinate daily with customers and management on service initiatives and follow-ups.
• Identify opportunities to improve processes and workflows in customer service.
• Support cross-functional initiatives and special projects as assigned.

Skills

Communication skills

Leadership

Education

Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or a related field

Tools

Microsoft Office Suite

Job description

Summary

Under the direction of the Quality Control Manager, the Customer Service Supervisor is responsible for overseeing daily customer service operations while ensuring exceptional support for internal and external customers. This role supervises customer service team members, resolves escalated customer concerns, analyzes operational data, and identifies opportunities to improve processes, service levels, and overall customer satisfaction.

Essential Functions

• Investigate customer concerns and operational issues to identify root causes and implement effective solutions.


• Communicate professionally with customers via phone and email to provide timely support and issue resolution.


• Manage and resolve complex customer service issues that require escalation beyond the customer service representative level.


• Analyze operational data and customer service metrics to compile reports and identify trends.


• Coordinate and communicate daily with customers and management regarding operational concerns, service initiatives, and follow-up actions.


• Identify opportunities to improve customer service processes, workflows, and operational efficiencies, implementing solutions as appropriate.


• Supervise, train, coach, and evaluate customer service team members to ensure high performance and exceptional customer service.


• Maintain a professional, customer-focused environment while fostering positive working relationships across departments.


• Support cross-functional initiatives and assist with special projects as assigned.


• Perform other duties as assigned to support business needs.

Qualifications & Experience

• Bachelor’s degree or equivalent combination of education and relevant work experience preferred.


• Minimum of three (3) years of customer service experience, preferably in a warehouse, distribution, logistics, or supply chain environment.


• Previous supervisory or leadership experience preferred.


• Working knowledge of warehouse operations and customer service best practices.


• Strong verbal and written communication skills.


• Ability to effectively interact with all levels of management, employees, customers, and business partners.


• Excellent problem-solving, conflict resolution, and organizational skills.


• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.


• Experience with accounts payable and accounts receivable processes is preferred.


• Proficient in Microsoft Office Suite and other business systems.

Education & Certifications

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or a related field preferred. Equivalent work experience may be considered in lieu of formal education.