Customer Service Supervisor - Commerce, CA

Company Overview

Come join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full-service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country.

We rely heavily on our rail infrastructure to handle imports/exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non-plastic commodities, which include paper rolls, steel, building materials and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business. Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide.

Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Customer Success Supervisor is responsible for the overall direction, coordination, and evaluation of customers and staff. The Customer Success Supervisor carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include overseeing and assessing staff activities, strategizing and monitoring daily activities of customer success operation, training, investigating and solving customer complaints, maintaining documentation pertaining to customer success, appraising work performance, and performing additional duties as needed.

This position will build a strong relationship with customers while enforcing new and existing policies and procedures to accomplish desired results. Will play a collaborative role in growing and implementing new and existing standards and processes working alongside customers. Will maintain documentation such as correspondence and operational records.

• Be familiar with all essential functions/duties of the CSRs
• Serve as primary point of contact for customers via telephone, email, and other communication channels; answer inquiries, explain product and service information, and identify customer needs
• Provide staff with assistance in performing difficult or complicated functions/duties
• Plan and prepare work schedules, and assign employees to specific duties
• Coordinate structured meetings, as needed
• Implement monthly inventory cycle counts, as required
• Establish and maintain cohesive interpersonal relationships with customers and coworkers
• Communicate effectively with supervisors, peers, and subordinates
• Effectively resolve conflicts and deftly negotiate with others
• Able to efficiently gather facts and information as required
• Solid computer skills to include knowledge of required software
• Guide, direct, motivate, and mentor subordinates; coordinate and oversee their work activities to maximize team performance

• Effectively fill-in for the Customer Success Manager when required
• Function as a CSR when required (due to a shortage of CSRs for any reason)
• Monitor and report on key customer success metrics (e.g., response times, resolution rates, customer satisfaction scores); identify trends and recommend process improvements to the Customer Success Manager
• Conduct regular one-on-one check-ins and team meetings with CSRs to review performance, address concerns, and communicate updates from management
• Develop and deliver onboarding and ongoing training programs for new and existing CSRs, ensuring team competency in systems, products, and customer handling procedures

• 5+…