Supervisor, Customer Service

Forward Air Corp.; Greeneville (TN); On-site; USD 48,600 - 59,400; Full time

Job summary

Forward Air Corp. is seeking a Supervisor, Customer Service to provide day-to-day leadership, coaching, and operational oversight for a team of CSRs in a high-volume, service-focused environment.

Duties cover phone, email, and chat channels, with on-site scheduling and real-time workload distribution to maintain service levels. Responsibilities include performance management, training, quality assurance, process improvement, and escalation handling.

Qualifications

• Required: leadership experience in a customer service setting, with coaching and performance management responsibilities.
• Experience in high-volume contact centers or transportation/logistics environments is preferred.
• Proficient with AS400 and Salesforce; strong Microsoft Office skills.

Responsibilities

• Provide daily leadership, direction, and support to a team of Customer Service Representatives, ensuring consistent execution of service standards.
• Manage staffing, scheduling, attendance, and workload allocation to maintain service levels across channels.
• Conduct performance reviews and coaching sessions, including feedback delivery and development planning.
• Serve as senior escalation point for high-level issues and coordinate cross-functionally to drive resolution.
• Monitor KPIs, call quality, and team productivity; implement improvements.
• Participate in recruiting, interviewing, and hiring activities.
• Oversee onboarding and training initiatives; update SOPs and knowledge articles.
• Support workload forecasting and operational reporting.
• Identify process improvements and system refinements; recommend solutions.

Skills

Leadership

Coaching

Customer service

Communication

Analytical thinking

Decision making

Time management

Conflict resolution

Team building

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

AS400

Salesforce

Microsoft Office 365

Job description

Supervisor, Customer Service provides day‑to‑day leadership, coaching, and operational oversight for a team of Customer Service Representatives (CSRs) in a high‑volume, service‑focused environment. They ensure consistent execution of service standards across all contact channels, including phone, email, chat, and customer escalations. They manage staffing levels, attendance, scheduling, and real‑time workload distribution to maintain service levels and promote positive customer experience. They serve as an escalation point for complex or sensitive issues and collaborate closely with cross‑functional teams to drive timely resolution. They support performance management, training, quality assurance, and continuous improvement initiatives.

Compensation: $54,000 annually

Schedule: Monday- Friday 10am-7pm, onsite

Responsibilities

• Provide daily leadership, direction, and support to a team of Customer Service Representatives, ensuring consistent execution of service standards and operational processes.
• Manage staffing, scheduling, attendance, and real‑time workload allocation to maintain service levels across phone, email, and chat channels.
• Conduct performance reviews and ongoing coaching sessions, including feedback delivery, development planning, and corrective action when necessary.
• Serve as a senior escalation point for high‑level customer or carrier issues, performing in‑depth research and coordinating cross‑functionally to drive resolution.
• Monitor key performance metrics, call quality, and team productivity, identifying trends and implementing actions to improve performance.
• Participate in recruiting, interviewing, and hiring activities to build and maintain a high‑performing customer service team.
• Oversee new hire onboarding and ongoing training initiatives, partnering with training resources as needed to support skill development and process mastery.
• Maintain and update SOPs, knowledge articles, and process documentation to ensure accuracy, clarity, and alignment with current operations.
• Support workload forecasting, staffing plans, and operational reporting in collaboration with leadership and workforce planning resources.
• Identify areas for process improvement, quality enhancements, or system refinements and recommend actionable solutions.
• Model professionalism, accuracy, and a customer‑first mindset while fostering a positive, inclusive team environment.
• Ensure adherence to company policies, safety standards, and regulatory requirements.
• Regular and dependable attendance is required to support team and business needs.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High School Diploma or GED equivalent required; degree preferred.
• Experience: 3+ years of experience in customer service, preferably in a high‑volume contact center or transportation/logistics environment, with at least 1 year in a leadership or supervisory capacity.
• Technical expertise in AS400 and Salesforce.
• Demonstrated expertise in customer service systems, workflows, and multi‑platform navigation, with the ability to troubleshoot issues and guide others.
• Proven ability to lead teams through coaching, performance feedback, conflict resolution, and accountability practices.
• Strong analytical and decision‑making abilities, including experience managing escalations, complex customer or carrier issues, and time‑sensitive decisions.
• Experience managing scheduling, attendance, staffing adjustments, and workforce prioritization in a dynamic environment.
• Excellent verbal and written communication skills with the ability to coach, influence, and develop team members at all levels.
• Experience supporting training, quality monitoring, or process improvement initiatives preferred.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.).
• Environment: Comfort commuting to/from and working in a 100% on‑site setting (listed in this posting), with travel for related meetings/events. #LI-onsite #LI-MP3