Customer Service Supervisor

Customer Service Supervisor

Sand Box Logistics, a U.S. Silica Energy Company, provides an innovative approach to proppant storage, handling, and well-site delivery. With our proprietary logistics process and containerization solution, Sand Box can lower costs, increase operational efficiency, and drastically reduce the health and safety impact of silica dust on any hydraulic fracturing jobsite. At Sand Box, we are dedicated to making proppant logistics cleaner, safer, and more efficient in every major basin and shale play.

The Customer Service Supervisor at Sandbox Logistics plays a dual-role capacity, combining frontline account management with team leadership to ensure exceptional customer service execution. This position is responsible for managing a portfolio of customer accounts while overseeing and guiding the daily activities of the customer service team, including invoicing, account inquiries, dispute resolution, and customer communication.

The Supervisor leads by example, actively supporting customer needs while driving consistency, accuracy, and timeliness across all customer service-related processes, including customer master data and pricing administration. This role also contributes to developing and implementing best practices that enhance service quality, optimize cash flow, and improve operational efficiency, in alignment with company policies and industry standards.

Working cross-functionally with Commercial, Operations, Finance, and Supply Chain teams, the Supervisor ensures seamless coordination and issue resolution. In a fast-paced, 24/7 logistics environment, this role prioritizes team workload, supports account reconciliation, and fosters team member development while maintaining direct accountability for assigned customer relationships. As a key liaison between customers and internal stakeholders, the Customer Service Supervisor strengthens communication, builds trust, and drives overall customer satisfaction.

This position reports to the Senior Director of Customer Experience and Supply Chain and may be based at the headquarters in Katy, TX, or operate in hybrid capacity.

Customer Service & Account Management

• Manage a portfolio of 5+ customer accounts with 7,500+ loads per month, overseeing all aspects of order processing, invoicing, account inquiries, and dispute resolution.
• Process completed load deliveries, equipment rentals, and well-site labor tickets, ensuring all required supporting documentation is accurate and complete.
• Generate and submit customer invoices through multiple channels, including email and electronic invoicing platforms.
• Analyze 500+ lines of billing and operational data to identify discrepancies, trends, and opportunities for resolution or improvement.
• Act as the primary escalation point for customer issues, including order discrepancies, invoicing concerns, and service disruptions.
• Maintain proactive, timely, and professional communication with customers regarding order status, delays, service changes, and issue resolution.
• Monitor service execution, order accuracy, and responsiveness to ensure customer expectations and service level commitments are consistently met.
• Partner with dispatch, field operations, commercial, and supply chain teams to support customer requirements and resolve service challenges.
• Track and follow up on outstanding invoicing issues to ensure timely resolution and minimize financial and operational risk.
• Demonstrate flexibility to support the business during peak demand periods, including non-traditional hours when needed.

Team & Performance Supervising

• Supervise and support the daily activities of customer service team members, while also contributing directly as an individual account contributor.
• Balance personal account responsibilities with team oversight, ensuring workloads are prioritized effectively across the group.
• Coach and mentor team members on customer service excellence, billing processes, system usage, and company policies.
• Monitor team performance metrics, service quality, and productivity, providing feedback, and driving accountability.
• Support hiring, onboarding, and ongoing development of customer…