Warehouse Customer Service Supervisor

KURARAY AMERICA INC • Pasadena, TX • 9h ago

Title: Warehouse Customer Service Supervisor

Location: Pasadena, TX

Who we are:

Voted one of the Nation's Best and Brightest Companies to Work for, Kuraray America, Inc. (KAI)

is a global leader in specialty chemical, fiber, and resin production. With top-of-the-line research and production facilities and a vast network of supplies from around the world, Kuraray leads the industry in specialty dental, fiber, resin, and elastomer products. Kuraray America is a wholly owned subsidiary of Kuraray Company, Ltd. Based in Tokyo, Japan. Kuraray has operations in 32 countries and employs more than 12,000 employees, including over 800 in the United States.

Why Kuraray:

Kuraray is building a better tomorrow, today. Our team members are dedicated to expanding our business with committed professionals who share essential values such as integrity, excellence, teamwork, and accountability.

As a part of Kuraray America, Inc., our team shares the advantages of working for the leader in specialty chemicals, resins, and fibers. Our international presence and resources allow us to be a world-leading innovator in the industries we service. Yet, despite our size, our people are more than just a number. As a new team member, you can expect to earn responsibility quickly. Our commitment to our people is visible in our comprehensive benefits package. As a Kuraray team member, you will have the opportunity to enjoy competitive salaries and benefits, incentive opportunities, and an excellent work environment.

Position Summary:

The Warehouse Customer Service Supervisor is responsible for leading Kuraray's onsite Customer Service Representative (CSR) team at the dedicated warehouse and distribution center while providing administrative support for warehouse operations. This role ensures accurate order processing, exceptional customer service, and effective coordination between office and warehouse functions. The Supervisor oversees daily CSR activities, including order entry, shipping documentation, label creation, dock scheduling, sample order management, and inventory support activities while ensuring compliance with company policies, quality standards, and Responsible Care principles.

The Warehouse Customer Service Supervisor also performs key site administrative functions, including record retention, training documentation management, visitor processing, supply ordering, and support of corporate administrative requirements. This position partners closely with the Facility/Warehouse Manager, warehouse contractor, and cross-functional teams including Logistics, Customer Service, Product Management, Manufacturing, HSandE, Quality, and Finance to enhance the customer experience and support efficient warehouse operations.

Responsibilities:

Customer Service Leadership and Customer Experience

Provide day-to-day leadership, coaching, training, and performance oversight of the onsite CSR team.

Establish clear expectations, monitor performance, and support employee development and continuous skill enhancement.

Serve as the primary point of escalation for customer inquiries, complaints, and service concerns.

Ensure timely and accurate processing of orders, documentation, labels, shipping packets, and communication to warehouse operations.

Champion a customer-focused culture and ensure timely responses to customers, carriers, and internal stakeholders.

Coordinate workload assignments, scheduling, and prioritization during periods of high volume or operational constraints.

Promote accuracy, accountability, and proactive issue resolution.

Support customer escalations by identifying root causes and partnering with warehouse operations and logistics teams to develop corrective actions.

Identify trends in customer service issues and recommend process improvements.

Order Management and Operational Support

Oversee the preparation and accuracy of order-related documentation, including pick tickets, labels, bills of lading (BOLs), shipping documents, and staging instructions.

Ensure orders are released accurately and on time to support customer commitments, production schedules, and export requirements.

Manage dock scheduling, driver check-in activities, and communication with carriers, freight forwarders, and drayage providers.

Coordinate sample order processing, including documentation, labeling, storage, and shipment activities.

Support cycle counts, physical inventories, inventory reconciliations, and inventory documentation activities.

Maintain accurate and compliant records related to shipments, export documentation, OSandDs, inventory adjustments, photos, and operational transactions.

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