Distribution Customer Service & Booking Supervisor

Job description

Leads the office team that manages orders, bookings and customer communication, based on the Expeditors Distribution Supervisor – Office profile. Manages work orders, inventory records and CSR assignments and is the day-to-day voice of the operation to the client program team. This sheet also covers the RMA Operations Customer Service Supervisor seat, which focuses on returns rather than carrier bookings. Key responsibilities Manage work orders and CSR / Agent assignments across the shift.

Oversee order intake, release and status updates in the WMS and customer systems. Book carriers and confirm pickups against order cut-off times and ship-date commitments. Maintain accurate inventory and transaction records; resolve exceptions with floor supervisors. Provide proactive order-status communication and escalation to client stakeholders. Prepare daily and weekly service reports for the Operations Manager. Train, coach and evaluate EI agents; maintain desk procedures and SOPs.

Support QMR preparation with service data and issue summaries.

Program specifics Revenue Fulfillment (REV1, REV2)

carrier booking and customer-facing order status for high-value hardware.

RMA Fulfillment (RMAF1)

advance-replacement orders where speed and serial-number accuracy are critical.

RMA Operations (RMAO1 variant)

returns communication, OS&D notifications, disposition and returns-to-vendor documentation.

REV2

help stand up the customer service desk, hiring and training to mirror REV1.

Qualifications

College degree preferred. Customer service or logistics office experience, including lead or supervisory experience [Confirm years]. Strong Excel, WMS and order-management skills; carrier booking experience a plus. Excellent written and verbal communication; composed under deadline pressure. Physical / work environment Primarily office-based with regular time on the warehouse floor of a secured, high-value facility. Extended computer work; ESD and PPE rules apply when on the floor.

Special requirements Background check required (high-value facility with access control and CCTV). Bilingual a plus. Flexibility for peak periods, overtime and occasional weekend work.