Customer Service Supervisor

USS

Customer Service Supervisor managing accounts and leading the customer service team at SandBox Logistics. Ensuring exceptional service execution and operational efficiency in logistics.

Posted 6/5/2026full-timeKaty • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Manage a portfolio of 5+ customer accounts with 7,500+ loads per month, overseeing all aspects of order processing, invoicing, account inquiries, and dispute resolution.
Process completed load deliveries, equipment rentals, and well-site labor tickets, ensuring all required supporting documentation is accurate and complete.
Generate and submit customer invoices through multiple channels, including email and electronic invoicing platforms.
Analyze 500+ lines of billing and operational data to identify discrepancies, trends, and opportunities for resolution or improvement.
Act as the primary escalation point for customer issues, including order discrepancies, invoicing concerns, and service disruptions.
Maintain proactive, timely, and professional communication with customers regarding order status, delays, service changes, and issue resolution.
Monitor service execution, order accuracy, and responsiveness to ensure customer expectations and service level commitments are consistently met.
Partner with dispatch, field operations, commercial, and supply chain teams to support customer requirements and resolve service challenges.
Track and follow up on outstanding invoicing issues to ensure timely resolution and minimize financial and operational risk.
Demonstrate flexibility to support the business during peak demand periods, including non-traditional hours when needed.
Supervise and support the daily activities of customer service team members, while also contributing directly as an individual account contributor.
Balance personal account responsibilities with team oversight, ensuring workloads are prioritized effectively across the group.
Coach and mentor team members on customer service excellence, billing processes, system usage, and company policies.
Monitor team performance metrics, service quality, and productivity, providing feedback, and driving accountability.
Support hiring, onboarding, and ongoing development of customer service personnel.
Develop and manage team schedules to ensure appropriate coverage aligned with the changing operational environment.
Foster a collaborative, high-performance, and customer-centric culture focused on continuous improvement and strong internal and external customer relationships.
Review and validate billing transactions for accuracy and completeness across both personal accounts and team output.
Support account reconciliations and partner with Credit and Collections to resolve disputes and improve cash flow.
Maintain accurate records related to billing, customer interactions, dispute resolution, and service performance.
Ensure proper documentation and data integrity for all transactions, including shipments, invoices, and customer requests.
Assist in identifying and resolving operational bottlenecks that impact customer service.
Provide support and communication during operational disruptions, including weather events, equipment failures, or emergency situations.
Ensure all customer service activities comply with company policies, contractual requirements, and internal audit controls.
Track and analyze customer service trends, identify root causes of issues and recommend solutions.
Lead by example in adopting and reinforcing standardized processes and best practices across the team.
Drive continuous improvement initiatives to enhance service quality, billing accuracy, and operational efficiency in customer service.
Identify opportunities to streamline workflows, improve cross-functional communication, and enhance the overall customer experience.
Maintain audit-ready documentation and accurate customer records to support compliance and financial integrity.

Requirements

What you’ll need

Bachelor's Degree in Business, Finance, Accounting Supply Chain, or Logistics
2 to 5 years of lead experience in customer service, customer operations, logistics coordination, business, or a related field, with direct reports.
Experience managing customer accounts end-to-end, including order entry, data reconciliation, invoicing, issue resolution, and customer communication
Experience in high-volume, fast-paced environments (e.g., logistics, transportation, supply chain, oil & gas services, or similar)
Experience with billing/invoicing processes, dispute resolution, and cross-functional coordination (Finance, Operations, Commercial)
Experience working with ERP systems such as JD Edwards, TMS platforms, or electronic invoicing systems such as Ariba and Open Invoice
Exposure to accounts receivable, collections support, and cash flow impact through billing accuracy and dispute management
Experience in utilizing Excel for data analysis, including advanced functions such as VLOOKUP, pivot tables, and data visualization tools.
Experience leading through change (system implementations, organizational shifts, rapid growth environments)

Benefits

Comp & perks

Health insurance
Flexible work arrangements

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

billing processesdata reconciliationinvoicingissue resolutiondata analysisExcelVLOOKUPpivot tablesdata visualizationcustomer account management

Soft Skills

communicationleadershipcoachingmentoringproblem-solvingcollaborationflexibilitycustomer service excellenceteam performance monitoringcontinuous improvement

Certifications

Bachelor's Degree in BusinessBachelor's Degree in FinanceBachelor's Degree in AccountingBachelor's Degree in Supply ChainBachelor's Degree in Logistics