Customer/Client Services Team Lead

Customer Service Team Lead Pearl City, HI About Odyssey Logistics Odyssey Logistics is a global logistics and supply chain partner helping businesses optimize performance through fully integrated, end-to-end solutions. We connect transportation, technology, and expertise across a broad network of services including 3PL and 4PL managed services, multimodal and intermodal transport, warehousing, trucking, Jones Act Ocean, and customs brokerage, ensuring goods move reliably, efficiently, and intelligently around the world. Today, Odyssey supports more than 6,000 customers globally, delivering scalable, data-driven solutions across complex supply chains. What started with a single client has grown into a dynamic, evolving organization focused on performance, precision, and long-term partnership. What Sets Us Apart Our work is complex, fast-moving, and highly collaborative. Success here requires people who think strategically, operate with urgency, and navigate across functions to solve real business challenges. We value individuals who take ownership, challenge the status quo, and turn insight into action. Our culture is grounded in five core values: Win Together, Innovate Boldly, Drive Results, Customer Centric, and Guide with Care. These are not just principles; they shape how we make decisions, partner with customers, and show up for each other. At Odyssey, you are not just part of a company; you are part of building what comes next. The Role Work Model: Onsite Work Schedule: Full-time, approximately 40 hours per week; overtime as scheduled Travel Requirements: None Pay: $28-30/hr Supervisory Responsibilities: Yes – Direct supervision of Customer Service team members Reports to: Manager, Customer Service Summary / Primary Role The Customer Service Team Lead oversees daily customer service operations, ensuring exceptional service delivery, customer satisfaction, and effective team performance. This role serves as a subject matter expert, providing guidance, coaching, and support to customer service representatives while ensuring adherence to company policies and service standards. The Team Lead also monitors performance metrics, identifies opportunities for operational improvements, resolves escalated customer concerns, and collaborates with other departments to enhance the overall customer experience. What You'll Do We are seeking a proactive and experienced Customer Service Team Lead who can motivate a team, maintain high service standards, and drive continuous improvement. The ideal candidate demonstrates strong leadership, problem-solving, communication, and analytical skills, with the ability to balance daily operational needs with long-term departmental goals. Team Leadership & Development Serve as a subject matter expert and provide guidance and mentorship to customer service representatives. Provide performance feedback, coaching, and counseling to direct reports while supporting training and professional development initiatives. Customer Service & Operational Excellence Ensure consistent adherence to customer service policies, procedures, and standards while handling escalated customer concerns and complex service issues. Identify process improvement opportunities and implement strategies to improve operational efficiency and customer satisfaction. Performance Management & Reporting Monitor and analyze key performance metrics to ensure service levels and customer satisfaction goals are achieved. Prepare regular performance reports, present findings to management, and use data-driven insights to support operational decisions and cost-saving initiatives. Cross-Functional Collaboration Foster a positive, collaborative, and accountable team environment that promotes high morale and productivity. Partner with other departments to streamline operations, improve the customer experience, and stay informed of industry trends and best practices. What You Bring Education Bachelor's degree in Business Administration, Management, or…

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