Customer Service Supervisor

Job Description

Davis Cartage Company is a well-established and growing transportation and logistics provider based in Corunna, Michigan. Since 1941, we’ve taken pride in delivering exceptional service while fostering a supportive work environment for our employees.

Job Type: Full-time

Shift: 8:00AM – 5:00PM, Monday-Friday (1-hour lunch)

The Position: We’re looking for a Customer Service Supervisor.

Pay range: $20.00 to $22.00/hour.

Job Location: 230 Sleeseman Dr. Corunna, MI 48817

Requirements:

• High school diploma or equivalent required. Additional education in business, logistics, transportation, or a related field is preferred.

• Three to five years of experience in customer service, dispatch support, transportation operations, logistics coordination, or a related field required. Prior lead or supervisory experience preferred. Experience in trucking, LTL operations, appointment scheduling, freight documentation, and customer issue resolution strongly preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Lead and coordinate the daily customer service and planning function to ensure freight is entered accurately, appointments are scheduled on time, customers and brokers receive timely updates, documentation is completed correctly, and service issues are resolved quickly in support of efficient transportation operations.

This position works in a fast-paced transportation office environment with frequent interaction with customers, brokers, dispatch, drivers, dock personnel, and other internal departments. The role requires constant communication, close attention to detail, sound judgment, and the ability to manage multiple priorities under time pressure. The position serves as a working supervisor and is expected to support both employee oversight and hands-on operational execution.

SPECIFIC JOB TASKS INCLUDE:

1. Supervise the daily work of customer service and planning staff to ensure timely, accurate, and professional execution of assigned duties.
2. Assign and balance workloads across team members based on shipment volume, customer needs, deadlines, and geographic coverage.
3. Review load entry, pickup orders, appointment scheduling, tracking updates, and customer communications for completeness and accuracy.
4. Monitor team performance against established service, productivity, quality, and responsiveness expectations.
5. Coach employees on customer service techniques, urgency standards, system use, documentation quality, and communication practices.
6. Train new and existing employees on department procedures, company expectations, customer requirements, and system workflows.
7. Enter, review, and validate pickup orders received by phone, email, portal, or other communication channels.
8. Oversee the scheduling of pickup and delivery appointments and intervene on escalated or high-risk service situations.
9. Ensure freight is routed, assigned, or communicated to dispatch in a manner that supports efficient execution in designated service areas.
10. Monitor shipment status through transportation, tracking, telematics, or customer platforms and ensure timely updates are provided internally and externally.
11. Ensure proofs of delivery, bills of lading, rate confirmations, and related documents are processed, scanned, indexed, and transmitted accurately.
12. Maintain visibility on open loads, pending appointments, service failures, exception shipments, and unresolved customer issues.
13. Resolve escalated customer, broker, and service complaints by coordinating with dispatch, drivers, dock operations, billing, and other departments as needed.
14. Investigate service failures, identify root causes, and implement or recommend corrective actions to reduce recurrence.
15. Serve as the primary escalation point for customer service staff when shipment status, ETA, routing, or documentation issues require supervisory judgment.
16. Communicate professionally with customers, brokers, drivers, managers, and other employees regarding freight status, service commitments, and problem resolution.
17. Review and maintain department records, logs, reports, and system data to support operational accuracy and accountability.
18. Audit transactions, shipment records, and documentation to identify errors, missing information, duplicate work, and process breakdowns.
19. Partner with dispatch and dock personnel to improve handoffs, manifest accuracy, load visibility, and service execution.
20. Support continuous improvement by identifying inefficiencies, recommending procedure changes, and helping standardize best practices.
21. Monitor departmental email boxes, phones, portals, and communication channels to ensure timely response and proper follow-up.
22. Prepare operational summaries, exception reports, service issue logs, and other reports requested by management.
23. Assist with coverage during absences, peak volume periods, or urgent operational events by directly performing core customer service and planning tasks.
24. Promote adherence to company procedures, customer requirements, and documentation standards across the customer service function.
25. Support cross-functional coordination with dispatch, safety, accounting, warehouse, dock, and leadership teams to ensure smooth freight execution.
26. Participate in hiring, onboarding, performance feedback, corrective action input, and scheduling recommendations for supervised staff, as assigned by management.
27. Maintain a professional, service-oriented work environment that reinforces urgency, accountability, teamwork, and respect.
28. Perform other duties and special projects as assigned.

Benefits:

• Davis Cartage pays 80% of all medical benefit premiums

• Health, dental, and vision insurance

• 401(k) with company matching

• Life insurance

• Paid time off

• Employee assistance program

• Referral bonus program

• Retirement plan

Apply today to join a company that values your work ethic and commitment. Davis Cartage Company is proud to offer a stable, team-focused environment with real opportunities for growth.

Davis Cartage Company is an Equal Opportunity Employer.