Job Listing: Customer Service Supervisor

Location: Hayward, CA

Job Category: Supervisor

Position Type: Full Time

FLSA Status: Exempt

Department: Customer Service

Position Description:


  • Build strong relationships with key customer contacts
  • Deliver proactive updates (milestone updates, delays, service failures)
  • Provide positive customer engagements with staff
  • Identify issues and consult with the customer to determine the best course of action and implement solutions (process review)
  • Design new service solutions
  • Directly supervises a team of Associates - leads by example fostering teamwork, and modeling customer-centric behavior.
  • Provides leadership & coaching that exceeds employee satisfaction and increases engagement.
  • Manages escalated customer interactions with high-level problem-solving.
  • Monitors dashboards to maximize day-to-day productivity and provide consistent and sustainable world-class customer service.
  • Leads team quality reviews and corrective action process.
  • Collaborates with cross-functional teams to identify and implement synergies and continuous improvement opportunities; encourages a change management mindset
  • Manages escalations that require a high level of problem-solving for customers and team members.
  • Guides and directs team members toward achieving department objectives by monitoring, prioritizing, and balancing workload allocation.
  • Builds team by assisting the Terminal Manager with recruiting, selecting, & implementing the onboarding training program for new team members.
  • Nurtures team members by driving consistent training and guiding the development of personal growth opportunities.
  • Assist with the development, implementation, and enforcement of systems, policies, and procedures.
  • Maintains a safe and healthy work environment by supporting and enforcing organization standards and adhering to legal regulations.
  • Participates in process and system improvement initiatives, accountable for team member testing and training.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.


  • Required Associate’s degree, Bachelor’s degree preferred
  • 3+ years of experience with transportation management and with 3PL or freight forwarder
  • Experience leading a team to exceed customer expectations
  • Enables team members to grow and succeed through setting clear expectations, reviewing progress, providing feedback, instruction, encouragement, and holding people accountable.
  • Exemplifies outstanding leadership qualities, including interpersonal communication and emotional intelligence skills. Promotes the organizational mission and goals and shows the way to achieve them.
  • Excellent analytical skills. Understands human, financial, and operational resources issues to make decisions aimed at building and planning efficient overall company performance.

Job Type: Full-time

Starting: $63,000 annually - commensurate with experience.


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Paid training
  • Parental leave
  • Tuition reimbursement
  • Vision insurance


  • 8 hour shift
  • Holidays
  • Monday to Friday


  • Google Suite: 1 year (Preferred)
  • Customer relationship management: 3 years (Required)
  • Supervising: 2 years (Required)

Contact Us

Submit all resumes and employment applications to:

DHX–Dependable Hawaiian Express
Attn: Human Resources
19201 Susana Road
Rancho Dominguez, CA 90221

Phone: 888.488.4888

Fax: (310) 856-0501


Employment Application

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We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age or disability.