Sales And Service Supervisor

Job Title:

Sales and Service Supervisor

Job Description

A growing transportation and logistics organization is seeking a Sales and Service Supervisor to lead a team of Account Executives responsible for customer account support, order management, and issue resolution. In this role, you serve as the primary escalation point for both internal team members and customers, ensuring a high level of service, operational efficiency, and customer satisfaction. You will coach and develop your team, drive continuous improvement in service performance, and manage day-to-day operations in a fast-paced environment.

Responsibilities

+ Lead, coach, and support a team of Account Executives through mentoring, regular one-on-one meetings, and ongoing performance development.

+ Act as the primary escalation point for customer service issues, order exceptions, and account concerns, ensuring timely and effective resolution.

+ Monitor workload distribution across the team and prioritize open orders, customer requests, and service-related tasks to maintain operational efficiency.

+ Ensure prompt, clear, and professional communication with customers and internal stakeholders regarding inquiries, issues, and order status.

+ Coach team members on customer service best practices, standard processes, and effective utilization of systems and tools.

+ Track and analyze service performance metrics to identify trends, gaps, and opportunities for improvement.

+ Partner with cross-functional teams including operations, transportation, and customer support to resolve complex issues and ensure seamless service delivery.

+ Maintain accurate and up-to-date order information and customer account details within relevant systems.

+ Foster and promote a positive, collaborative, and customer-focused team culture that supports high performance and accountability.

+ Identify opportunities to streamline workflows, enhance processes, and improve overall service performance and customer experience.

Essential Skills

+ Bachelor's degree or equivalent work experience.

+ 1-3 years of experience in customer service, sales support, account management, or team leadership.

+ Proven experience handling customer escalations and complex service issues.

+ Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.

+ Excellent written and verbal communication skills.

+ Proficiency with Microsoft Office, particularly Excel, for reporting and data analysis.

+ Ability to work effectively in a fast-paced environment and adapt to changing priorities.

+ Leadership mindset with the ability to coach, motivate, and develop others.

+ Demonstrated supervisory skills and comfort overseeing day-to-day team activities.

+ Solid understanding of customer service principles and practices.

Additional

Skills & Qualifications

+ Experience in transportation, logistics, supply chain, fleet management, or dispatch environments.

+ Hands-on experience with CRM, dispatching, routing, order management, or transportation management systems.

+ Previous supervisory or team lead experience in a service-oriented or operations-focused setting.

+ Strong reporting skills and ability to interpret service metrics and operational data.

+ Background in logistics or customer escalation management within a complex operational setting.

+ Ability to build collaborative relationships with cross-functional teams such as operations and transportation.

+ Comfort identifying process improvements and implementing workflow enhancements.

Work Environment

This role operates in a fast-paced transportation and logistics setting where priorities can shift quickly based on customer needs and operational demands. You work closely with account executives, operations, transportation, and customer support teams, leveraging Microsoft Office tools-particularly Excel-and various customer service, CRM, and transportation or order management systems. The environment emphasizes collaboration, continuous improvement, and a strong customer-focused culture. Standard business hours typically apply, with the expectation of flexibility to address urgent customer issues and service escalations as needed.

Profess…