Customer Service Supervisor

Are you tired of feeling like just a number at work? At MainOcean, we believe work should be more than just a job ~ it should feel like a second home. We pride ourselves on offering a family-style environment where every team member is a valued contributor and shares a commitment to excellence. With over 100 years of combined expertise across three generations, our business stands as a cornerstone in logistics and transport throughout the Southeast and Gulf Coast. We excel in providing innovative supply chain solutions through our integrated network of warehouses, ports, and transportation services. Come join our passionate team and experience a dynamic, collaborative environment where your growth and success are at the heart of what we do.

About Us:

We are proud to be a family-run, regionally focused company led by three generations with more than 100 years of combined logistics, transport and stevedore experience in the Southeast and Gulf Coast. MainOcean LLC, is a consolidated family of companies providing logistics and supply chain solutions to cargo owners and shippers through the warehouse, port, and transportation industries. 

Job Purpose:

The Customer Service Supervisor leads and supports Customer Service Representatives (CSR’s) while directly managing assigned accounts. This role serves as a key liaison among customers, CSR’s, warehouse associates, dispatch teams and leadership to ensure seamless communication, coordination, and service execution. In addition to overseeing designated accounts, the Supervisor provides backup coverage for other customer accounts as needed to ensure continuity of service.  

Duties & Responsibilities:

• Provide proactive communication to CSR’s, customers, warehouse associates, and the dispatch team.
• Respond to Customer inquiries in a timely manner with a proactive approach and sense of urgency.
• Investigate, troubleshoot and resolve customer issues by accurately gathering details and identifying root causes. 
• Escalate complex or unresolved customer concerns to management and implement approved resolutions. 
• Execute management approved resolution for the Customer.
• Ensure adherence to established order processes, policies and procedures.
• Maintain records as required by company and regulatory standards.
• Collaborate, assist and cross train teammates on accounts and processes. 
• Serve as a backup coverage for customer accounts to support service continuity during absences or high-volume periods. 
• Support continuous improvement by contributing to the ongoing efforts to improve all experiences with MainOcean Carolinas, LLC.
• Assist with customer account inventories as needed. 
• Additional duties as assigned.
• Duties and responsibilities may change, and new ones may be added, at any time with or without advanced notice.

Skills and Qualifications:

• High School Diploma required. 
• 1+ years of experience in 3PL or logistics environment. 
• 1+ years of customer service experience.
• Familiarity with WMS systems. 
• Able to type 40 to 60 words per minute. 
• Proficiency in Microsoft Office, particularly Word, Excel, PowerPoint, and Outlook. 
• Excellent phone etiquette, customer service and interpersonal skills. 
• Excellent verbal and written communication skills. 
• Excellent organizational, task and time management skills. 
• Excellent attention to detail. 
• Strong problem solving and troubleshooting skills with an analytical mindset.
• Possess a strong sense of initiative, “can-do” attitude, and be a proactive problem-solver. 
• Able to adapt to shifting priorities in a fast-paced environment while maintaining the ability to meet deadlines.
• Flexible team player. 

Working Conditions: 

• None: The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
• The worker is subject to noise occasionally: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.

Physical Requirements:

• Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Sitting: Be in a seated position for an extended period of time. 
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. 
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. 
• Seeing: Clarity of vision at near and far distances, depth perception, and able to work in low light environments. 

Direct Reports:

• None.

Acknowledgements

MainOcean Carolinas LLC provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regard to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MainOcean Carolinas LLC to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Human Resources - [email protected].

Your employment with MainOcean Carolinas LLC is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with MainOcean Carolinas LLC is not guaranteed for any length of time.