Supervisor, CSR

Jobtailor; Town of Florida (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

Jobtailor in New York is seeking a Logistics and Customer Service Manager to lead a fast-paced CS team within a 3PL environment. You will oversee daily operations, drive process improvements, and deliver strong stakeholder satisfaction across customers, vendors, and internal teams.

The role requires hands-on leadership, data-driven problem solving, and the ability to mentor staff while achieving KPI targets. A four-year degree is preferred, with extensive logistics experience a plus.

Qualifications

• Minimum 2 years in transportation/supply chain management in a 3PL environment.
• Minimum 2 years of successful management experience in logistics, customer service, or a related field.
• Ability to work in unregulated warehouse temperatures during warmer and colder months.
• Proficiency in MS Office applications, including Excel, Word, and Outlook.
• English reading, writing, and verbal skills.
• Analytical ability and solid mathematics foundation.
• Excellent communication skills and ability to deal with clients tactfully and efficiently.
• Ability to collaborate cross-functionally with warehouse, transportation, and sales teams.
• Strong phone, in-person, writing, and presentation abilities.

Responsibilities

• Manage day-to-day activities of the customer service department
• Train CSRs on daily customer service operations
• Develop and maintain positive customer relationships
• Communicate with customers, vendors, and team members
• Ensure accurate data capture and system entry
• Use data and problem-solving skills to resolve team, customer service, and vendor issues
• Identify and promote internal and customer process improvements
• Develop and promote a team environment
• Manage associate performance feedback, training, mentoring, and progression development
• Assist with implementation and testing of new account start-ups
• Support teams located at customer sites
• Support presentations for new customer sales, implementations, and customer visits
• Present data and findings to customers
• Review, update, and maintain standard operating procedures
• Meet or exceed customer service team KPIs
• Conduct project work as required
• Ensure direct reports deliver projects within scope, on time, and to customer expectations
• Manage team vacation schedules and workload for project prioritization
• Make employment decisions and manage staff performance
• Perform other duties as assigned

Skills

Leadership

Team Leadership

Data Analysis

WMS

KPI Management

Process Improvement

Training

Mentoring

Education

Four-year college degree preferred

Tools

MS Office (Excel, Word, Outlook)

Job description

• Manage day-to-day activities of the customer service department
• Train CSRs on daily customer service operations
• Develop and maintain positive customer relationships
• Communicate with customers, vendors, and team members
• Ensure accurate data capture and system entry
• Use data and problem-solving skills to resolve team, customer service, and vendor issues
• Identify and promote internal and customer process improvements
• Develop and promote a team environment
• Manage associate performance feedback, training, mentoring, and progression development
• Assist with implementation and testing of new account start-ups
• Support teams located at customer sites
• Support presentations for new customer sales, implementations, and customer visits
• Present data and findings to customers
• Review, update, and maintain standard operating procedures
• Meet or exceed customer service team KPIs
• Conduct project work as required
• Ensure direct reports deliver projects within scope, on time, and to customer expectations
• Manage team vacation schedules and workload for project prioritization
• Make employment decisions and manage staff performance
• Perform other duties as assigned

Requirements

• High school diploma or GED required
• Minimum 2 years in transportation/supply chain management in a 3PL environment
• Minimum 2 years of successful management experience in logistics, customer service, or a related field
• Ability to work in unregulated warehouse temperatures during warmer and colder months
• Basic knowledge of WMS (Warehouse Management Systems)
• Proficiency in MS Office applications, including Excel, Word, and Outlook
• English reading, writing, and verbal skills
• Analytical ability and solid mathematics foundation
• Excellent communication skills and ability to deal with clients tactfully and efficiently
• Ability to collaborate cross-functionally with warehouse, transportation, and sales teams
• Strong phone, in-person, writing, and presentation abilities
• Ability to handle conflict and pressure, set priorities, and maintain a positive customer service image under difficult conditions
• General understanding of supply chain management and logistics, including regulatory compliance
• Four-year college degree preferred; equivalent experience or combination of education and experience considered
• Five years’ leadership experience in logistics, distribution, or supply chain preferred
• Multi-language knowledge preferred
• Ability to lift, carry, push, or pull 21–50 pounds
• Ability to reach above shoulder, reach outward, squat, or kneel

Core Competencies

Demonstrates strong leadership and management skills in logistics and customer service, with a focus on team development, performance feedback, and process improvement. Proficient in data analysis and problem-solving to enhance customer relationships and meet service KPIs.

Highest-signal resume keywords

• Logistics Management
• Customer Service Management
• Warehouse Management Systems (WMS)
• Data Analysis
• Team Leadership

Hard Skills

• Logistics
• Supply Chain Management
• Data Capture
• Mathematics
• Project Management
• KPI Management
• Performance Feedback
• Process Improvement
• Training
• Mentoring

Soft Skills

• Communication
• Conflict Resolution
• CollaborationPresentation Skills
• Customer Relationship Management

Industry Keywords

• 3PL Environment
• Transportation Management
• Regulatory Compliance
• Customer Service Operations
• Team Environment

Tools & Technologies

• MS Office (Excel, Word, Outlook)