1st Shift Customer Service Supervisor

Job DetailsJob Location: Port Wentworth , GA 31407Position Type: Full TimeJob Shift: DayPosition Summary The Customer Service Supervisor is responsible for overseeing daily customer service operations and ensuring the delivery of high-quality support across all channels. This role leads and supports a team of Customer Service Representatives (CSRs), providing guidance on account administration, service standards, and issue resolution. The supervisor manages workflow distribution to meet service level expectations, monitors team performance, and ensures productivity and quality goals are consistently achieved. This position plays a key role in training, coaching, and developing staff on company policies, procedures, and best practices. Additionally, the Customer Service Supervisor identifies opportunities to improve processes and implements solutions to enhance efficiency and customer satisfaction. The role also handles escalated customer concerns, working to resolve complex or sensitive issues, and may provide direct support when necessary.   Responsibilities:  Supervises CSR and office staff on a day-to-day basis. Ensures that all CSR’s are trained in data entry, reporting, and the use of WMS and Excel-based tracking tools. Coordinates closely with customer service staff to maintain and grow a high level of customer satisfaction through open communication with customers, operations, and senior management. Distributes procedures and ensures proper training for appropriate personnel after initial account procedures have been completed. Reviews standard operating procedures (SOP) for improvement and ensures production and inventory control processes (including FIFO and Kanban) are followed. Directs all accounts payable activities, including the purchase requisition process and payable voucher process, in accordance with corporate standards. Directs all accounts receivable activities, including collection efforts and review of billing issues/errors; supports billing approvals for VAS and other customer charges. Ensures that weekend and month-end closings are complete and that all daily and weekly production and inventory reports (including LTR, Flash, and storage reports) are submitted accurately and on time. Produces month-end accounting reports within the time limit as set forth by Accounting, and coordinates end-of-month efforts to ensure transactional and accessorial billings are completed. Runs and reviews open shipment reports from the WMS; monitors daily, weekly, and monthly report accuracy and reconciles discrepancies as needed. Tracks inventory for all clients, including goods received, shipped, and adjusted, ensuring accurate audit trails are maintained within the WMS. Coordinates and oversees inventory cycle counts, investigates variances, and ensures proper reconciliation of discrepancies; manages offsite inventory as required. Directs all payroll preparation efforts and assures that payroll checks are accurate and on time. Maintains all payroll records in a confidential and organized manner. Coordinates closely with CSR’s to ensure a proper audit trail of all customer inventory and billing transactions is maintained. Reviews or audits assigned personnel to check all transactions prior to being finalized; audits weekly activity records to ensure accurate productivity. Coordinates the distribution of corporate materials as necessary. Assists the General Manager in developing vacation schedules, work schedules, and annual review schedules. Prepares and maintains management reports as required, including production, LTR, and storage data summaries. Assists with monitoring and coordinating projects and provides clients with regular updates as needed. Perform duties or projects as assigned by the General Manager.   Essential Skills, Education, and Experience System Knowledge/Experience/Skills: Must have a working knowledge of Microsoft Office Software, basic typing skills, familiarity with ten-key and the ability to operate the facility’s Warehouse Management System.   Teamwork: Gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.  Willing to help others when own tasks are completed. Written and Oral Communication: Writes and speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.  Documents timelines accurately. Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Dependability: Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Two (2) or more years of related Warehousing & Distribution experience and/or training in a similar role. This related experience may be substituted for degree, or equivalent combination of education, training, and experience.   Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. The employee is required to ask for assistance from co-workers, Supervisors or Management when lifting and/or moving any object, regardless of weight, where personal injury may occur. Specific vision abilities required by this job include close vision, and ability to adjust focus.  Work Environment: The noise level in the work environment can be loud at times. Large temperature fluctuations in the facility are common and change seasonally.  Schedules: Must be willing to work all shifts to include nights, weekends, and holidays. Must be willing to work overtime when the workload dictates.   Why Join DSI? At DSI, we believe our employees are our greatest asset. If you are passionate about safety and training, and ready to make a significant impact in a dynamic logistics environment, we invite you to apply and join our dedicated team. Qualifications