Warehouse Supervisor, Customer Support

Warehouse Supervisor, Customer Support

C.H. Robinson is seeking a highly skilled Supervisor for our Chicago warehouse. As a key leader in this role, you will drive exceptional customer service by overseeing the daily operations of the warehouse and Customer Support Team. You will be responsible for ensuring the team is well-trained, effectively monitored, and continuously developed to meet performance standards.

Working closely with leadership, you will contribute to workforce planning, recruitment, coaching, quality assurance, scheduling, and performance management. You will ensure adherence to departmental and company SOPs and SLAs, while also playing a vital role in shaping and implementing new operational procedures.

As the Warehouse Supervisor, Customer Support you will serve as a primary escalation point for customers, team members, and cross-functional departments. Acting as both a customer and employee advocate, you will resolve issues with a focus on maximizing customer satisfaction and operational efficiency.

Duties And Responsibilities

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Monitor and evaluate employee attendance, performance metrics, and service quality.
• Regularly assess and communicate individual and team performance, set clear goals, and provide ongoing coaching and feedback to support development and success.
• Ensure team members receive comprehensive training and access to the necessary tools and resources to successfully fulfill their roles.
• Contribute to staffing decisions, workforce forecasting, and compensation planning through thoughtful analysis and recommendations.
• Support the creation and enhancement of quality assurance programs, performance metrics, and employee recognition initiatives.
• Effectively manage conflict and lead challenging conversations with professionalism, empathy, and diplomacy.
• Foster a positive, inclusive team culture by motivating employees and leading by example.

Operational/Team Management

• Work with leadership to ensure proper phone, email, and chat coverage and even workloads for team members.
• Develop and adhere to department and company SOPs, including creating training materials.
• Handle customer inquiries and escalations via phone, email, and chat with speed and professionalism.
• Resolve complex customer and load issues, escalating systemic problems to the appropriate teams as needed.
• Leverage data and reporting to monitor service performance, ensure daily SLA compliance, and drive continuous improvement aligned with company and customer expectations.

Qualifications

Required:

• High School diploma or GED
• Minimum 2 years of customer facing experience
• Minimum 3-5 years of warehousing and transportation experience
• Minimum 1 year of people leadership experience
• Excellent customer service, communication, and interpersonal skills
• Proven leadership skills

Preferred:

• Bachelor's degree from an accredited college or university
• Proficient in Microsoft Office Suite of programs
• Ability to multi-task and demonstrate attention to detail and accuracy
• Prior project management experience
• Ability to adapt quickly to change
• Values a diverse and inclusive work environment

Disclaimer:

• This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range $52,000.00 - $81,200.00 The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location. Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

Questioning if you meet the mark? Studies have shown that some individuals may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we're building an inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected. EOE//Disabled/Veteran

Benefits

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)
• Prescription drug coverage
• Enhanced Fertility benefits
• Flexible Spending Accounts
• Health Savings Account (including employer contribution)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid and floating holidays
• Paid time off (PTO)
• Paid parental leave
• Paid time off to volunteer in your community
• Charitable Giving Match Program
• 401(k) with 6% company matching
• Employee Stock Purchase Plan
• Plus a broad range of career development, networking, and team-building opportunities