Western Customer Service Supervisor

Western Customer Service Supervisor

Originally founded in Silicon Valley in 1952, we've been a private, family owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging.

As the Western Customer Service Supervisor, you bring a strong background in customer service and leadership to support and oversee Customer Service Representatives across one or more locations. You'll play a key role in ensuring consistent communication and collaboration between internal teams and customers, with a focus on delivering the right product, at the right time, and at the right price. Your leadership will help strengthen long-term partnerships between our customers and TransPak. Reporting to the Customer Service Manager, you will coordinate day-to-day operations, support team development, and drive service excellence across assigned sites.

Compensation: $102,000.00

Benefits: Medical, Dental, Vision, 401k, Life Insurance, Paid Time Off, Paid Sick Leave, and Holiday Pay

Supervisory Functions

• Train employees in new processes and procedures
• Lead weekly team meetings and actively participate in management meetings to ensure alignment and progress
• Capture and report on key performance metrics, following guidelines and priorities set by your manager
• Coach and support team members in developing their skills and delivering excellent service
• Encourage and challenge the team to provide exceptional support to both external and internal customers
• Assist in developing team goals, action plans, and timelines
• Conduct employee performance reviews and disciplinary actions as needed
• Make daily effective, independent decisions on issues that don't require team input or agreement
• Address performance or interpersonal issues using counseling and coaching techniques
• Maintain a documented and efficient training program, including required competencies, courses, and completions
• Dayforce payroll management and scheduling
• Effectively and efficiently identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion
• Capture and document the operational requirements of key customers, with respective steps to improve partnerships
• Maintain accurate Open Sales Reports; run and review SEI reports daily/monthly and during month-end close
• Act as a change champion for system upgrades, procedural changes, and policy implementations
• Monitor and resolve invoicing delays and ensure accuracy of customer service-related data entry

Customer Service

• Monitor and ensure all emails and phone calls from internal and external customers and suppliers are responded to promptly and appropriately
• Maintain customer and product profiles

Processing Orders

• Perform occasional order entry, acknowledgement, and tracking through delivery and invoicing

Sales Assistance

• Support business development tasks such as customer expansion, potential customer research, presentations, or other related special projects

Marginal Functions

• Support with billing, pricing, and research-related questions
• Billing, payroll approval
• Purchase Order approval, new item reviews
• Cost reviews – work with Sales on price setting or recommending

What We'd Like to See from You

Required

• Strong people-oriented manager with experience overseeing teams
• Willing to learn the business and contribute to continuous improvement of our team
• Proven ability to interface in a collaborative, professional and solutions-oriented manner
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail

Preferred

• Associates degree
• 2-3 years of experience in customer service, sales/marketing or administrative support roles
• Proficient in MS Office Suite (Word, Excel and PowerPoint) to create professional invoices, quotes, pivot tables, and presentations. Ability to use search tools (i.e., Google) for research or vendor sourcing projects
• Experience using an ERP like Sage, Oracle/NetSuite and/or SAP
• Ability to manage time and priorities independently in a fast-paced environment

Don't meet every single requirement? At TransPak, we are building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this, or other, openings.

We look forward to reviewing your application

Talent Acquisition Team