Customer Service Supervisor

Job Title
:
Customer Services Supervisor

Department:Ground Services

Reports to
:
Manager of Ground Service

Location: Ypsilanti, MI, Operations Control Center (OCC)

The Customer Service Supervisor is responsible for overseeing the daily operations of the cargo claims and customer service and warehouse functions within the Operations Control Center (OCC). This role ensures timely investigation and resolution of cargo claims and cargo tracking support for customers.

• Supervises daily operations of the cargo claims, customer service and warehouse teams.
• Ensure that all consistent service standards and policies and procedures are followed.
• Oversee the investigation, evaluation, and resolution of claims for lost or damaged cargo.
• Coordinates investigations with our contracted warehouses, customers and internal departments.
• Ensure compliance with Montreal Convention timelines and claim follow up requirements.
• Oversees customer inquiries related to cargo status, tracing shipments, and flight movement information
• Ensures communication is timely with customers, vendors, and internal teams regarding cargo status and irregularities.
• Supports coordination between customer service, sales, accounting, and warehouse entities to resolve shipment issues.
• Acts as a liaison between Ground Services, Sales, Accounting, and warehouse operations.
• Identifies operational trends or recurring issues and recommends process improvements.
• Monitor performance metrics and support departmental Key Performance Indicators (KPIs)

• Prior experience in Customer Service and Cargo Claims preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Availability to work flexible hours, including occasional extended hours, weekends, or holidays.
• Excellent verbal and written communication skills, including professional email correspondence.
• Strong cross departmental collaboration and teamwork skills.
• Fluency in spoken and written English, with strong reading comprehension.
• Experience in preparing routine reports and professional correspondence.
• Skill in providing clear verbal and written directions to employees, vendors, and external partners.
• Basic math proficiency, including mental calculations and use of a calculator.

High school graduate; some college and/or technical school desirable. Must have a working knowledge of world geography as well as knowledge of air cargo / ground operations. Previous tracking of cargo and monitoring financial claims or logistics experience preferred.