Customer Service Supervisor - Railcar Repair

Customer Service Supervisor - Railcar Repair

Pasadena, TX

PSC Group is expanding its Railcar Repair Division and is seeking a dynamic Customer Service Supervisor to lead and strengthen our growing customer service team. In this pivotal leadership role, the Customer Service Supervisor will oversee the daily operations of the Customer Service department, ensuring timely, accurate, and professional communication with our valued railcar repair customers.

The ideal candidate has proven supervisory experience, thrives in a fast-paced environment, and is passionate about coaching teams, improving processes, and building strong cross-functional partnerships. This role plays a vital part in delivering excellent customer experiences and driving continuous service enhancements.

If you're looking for a stable, long-term career in a vital and growing industry, PSC Group offers the culture, values, and career development opportunities to help you thrive.

Work Schedule: Monday thru Friday

Job Duties & Responsibilities:

• Supervise the daily activities of the customer service team, ensuring consistent service delivery and adherence to procedures.
• Lead by example in handling escalated customer inquiries, complex issues, and time-sensitive requests with urgency and professionalism.
• Serve as the primary liaison between customer service, billing, compliance, and operations teams to ensure alignment and service quality.
• Ensure timely and accurate communication of repair schedules, delays, documentation requirements, and billing matters to customers.
• Oversee the use and accuracy of service logs, customer communications, documentation tracking, and reporting tools.
• Train, coach, and develop Customer Service Representatives to uphold service standards and foster a high-performance team environment.
• Track and analyze key service metrics, reporting performance trends and recommending improvements to the Customer Service Manager.
• Support implementation of departmental initiatives and continuous improvement processes.
• Maintain compliance with regulatory and safety documentation procedures, including SDS and inspection reports.
• Ensure effective use of customer service systems and tools across the team.
• Promote a positive customer experience by modeling clear, courteous, and proactive communication.
• Participate in hiring, onboarding, and performance evaluations for the customer service team.
• Perform additional supervisory duties as needed to support the department and business objectives.

Job Qualifications:

• 3+ years of customer service experience in a logistics, industrial, or railcar-related environment.
• 1+ year of experience in a supervisory or team lead role, preferably in a customer service setting.
• Strong leadership, problem-solving, and organizational skills.
• Ability to manage competing priorities, delegate effectively, and maintain accountability.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite and customer service/documentation systems.
• Valid Driver's License and/or TWIC card may be required based on site location.
• Must be 18 years or older and legally authorized to work in the U.S.
• Must pass a drug screen, physical, and background check.
• Prior military experience and a disciplined, process-driven mindset are a plus.

• Founded in 1952, PSC' s longevity is rooted in our commitment to quality service, safety, environmental protection, and taking good care of our employees.
• PSC is the industry leader in product handling and site logistics services for refineries, chemical producers, and marine transportation providers.
• Check out our videos at PSC Group - Career Videos to see how the work we do makes a difference and is essential for our economy.
• Learn more about our company culture and view our PSC Connection employee newsletter at PSC Group - Newsletter
• Our Core Values serve as the foundation for all we do-how we conduct our business, serve our customers, and treat members of our PSC family. Learn more at PSC Group - Core Values

• Medical insurance options with the company paying a large portion of the premiums, including affordable dental and vision plans for employees and their families
• Company-paid life, short-term, and long-term disability insurance
• Matching 401(k) plan to help employees save money for retirement
• Vacation, sick leave, and holiday benefits (varies by work group)
• Incentives, discounts, and bonuses
• Industry-leading training and development programs

• Speak, write, read fluent English. Hear and have good vision.
• Regular on-site attendance and punctuality is required

PSC Group, formerly known as Petroleum Service Corporation, is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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