Bilingual (English/Korean) Customer Service Supervisor
CJ Logistics AmericaWho we are and why we’re hiring CJ Logistics delivers integrated and multimodal logistics services, connecting every corner of the world via air, sea and land. As a lead logistics partner (LLP), third-party logistics provider (3PL) and supply chain consultant, we help customers leverage supply chain management as a competitive advantage, reducing total system costs, transforming business processes, improving service and facilitating growth and change. With a focus on social responsibility and sustainability through growth with customers and communities, we prioritize the wellbeing of the end consumer, our customers and our employees. CJ Logistics is responsible for the North America region, specializing in solutions for regulated industries such as food and beverage, consumer-packaged goods, healthcare and medical supplies, and tire and automotive. Schedule: (1st Shift - Monday to Friday from 8:00 am - 5:00 pm) Compensation: Compensation Range: $67,000-$75,000/annually Incentive eligible: No Position Overview The Customer Service Supervisor is responsible for leading the customer service team to align client expectations with operational performance. This role ensures service excellence through proactive collaboration, effective reporting, and resolution of service issues. The Supervisor acts as a liaison between customers and operations, providing data-driven insights, managing escalations, and supporting the development and performance of the customer service team. Essential Job Duties & Responsibilities Customer Engagement & Relationship Management Serve as the main point of contact for customer service-related inquiries, requests, and escalations. Build and maintain strong relationships with customers to ensure expectations are met and exceeded. Address customer requirements, quality concerns, volume spikes, and exception requests, collaborating with internal stakeholders for solutions. Data Reporting & Analysis Produce, deliver, and interpret regular KPI and operational performance reports using CJ Logistics tools. Monitor and analyze carrier performance, inbound load quality, consignee performance, and order fulfillment. Review and assess demand forecasts and labor planning to identify and address variances. Operational Leadership Assist recruiting, interviewing, and onboarding new team members. Supervise, train, and support the Customer Service Specialists, fostering a collaborative, high-performing team culture. Execute staffing plan and resource allocation for the Customer Service team to ensure adequate coverage. Conduct performance reviews and provide constructive feedback for achieving service excellence and operational objectives. Collaborate with Operations, Inventory, and Quality teams to resolve service or inventory management issues. Oversee exception management processes, ensuring customer requests are handled efficiently and accurately. Continuous Improvement & Communication Identify opportunities for service improvements and process optimization. Lead regular team meetings to communicate updates, align goals, and share best practices. Provide timely updates and reporting to both customers and internal leadership. Compliance & Other Duties Ensure adherence to all company policies, safety standards, and customer requirements. Participate in training programs to enhance professional development and operational knowledge. Perform other related job duties as assigned or required. Required Qualifications Bachelor’s Degree in Business, Supply Chain, or a related field is preferred or equivalent relevant experience. Bilingual Korean/English 2+ years of supervisory experience in customer service or operations. Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access). Proven ability to analyze data and provide actionable recommendations. Demonstrated ability to manage performance and lead teams in a fast-paced environment. Strong interpersonal and communication skills. Ability to travel as nee…