Customer Service Supervisor

Location:Pearl City, Hawaii, United States Job ID:R0121009 Date Posted:2026-03-06 Company Name:HITACHI RAIL HONOLULU JV Profession (Job Category):Communications & Corporate Affairs Job Schedule: Full time Remote:No About UsA career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there's something for everyone to get stuck into. And that's where you come in. Job Description:Hitachi Rail is looking for an enthusiastic self-motivated Customer Service Supervisorto support and oversee daily operations of the Customer Service Office. As the successful candidate your ideas for continuous improvement and creativity are welcome. The position is based in Pearl City, HIAccountabilities:Prioritize and resolve customer service issues, applying independent judgment to determine response strategies and escalation needs. Use CRM applications (i.e., Salesforce) to manage customer interactions, monitor case progress, and maintain accurate and timely records. Coordinate with internal departments, subcontractors, and the Client to prepare and deliver timely customer responses and ensure consistent information. Monitor real-time service disruptions (i.e., delays, outages, and cancellations), and translate technical service information into clear, concise customer notifications to publish across approved digital platforms. Prepare and support monthly reporting, including KPI updates, trend analysis, and operational summaries. Support department improvements by identifying workflow gaps and contributing to FAQs, knowledge bases, and troubleshooting guides. Conduct occasional Skyline passenger station visits to maintain operational familiarity, observe customers firsthand, and make informed customer experience improvements. Availability: Must be available to work during established Customer Service operational hours - including early mornings, evenings, weekends, and holidays - and able to adjust work hours based on operational demands, including occasional after-hours support for service disruptions or special events. Manage incoming calls, emails, and feedback submissions; prioritize based on urgency and operational impact. Analyze customer feedback and trends and recommend process improvements to enhance customer experience. Self-managed tasks based on priority, demonstrating resourcefulness and flexibility. Develop and improve customer service and delivery strategies by recommending process improvements. Required Skills/ Knowledge:Minimum 3 years of customer service experience serving the public, such as in transportation, call centers, retail, or other high-volume environments. Competent written and spoken communication skills, with clear and professional writing ability. Ability to work in fast-paced, time-sensitive environments with competing priorities. Excellent organizational and time-management abilities with demonstrated task ownership. Proficiency in social media management tools and digital customer communication. Proficient in Microsoft Office applications Excel: Intermediate to Advanced Word: Basic to Intermediate Outlook: Intermediate PowerPoint: Basic SharePoint: basic Desired Skills / Knowledge:Bachelor's Degree (preferred). Demonstrated ability to collaborate across departments and with external partners. Strong work ethics, initiative, and ability to operate with minimal supervision Experience handling community complaints or public-facing communications. Education:A Bachelor's Degree in Communications, Business Administration, or a related field, or equivalent experience. Languages:English Proficiency The salary range for this position is $83,300 to $125,000. Final pay is determined by the candidate's experience, skillset and ability level, internal equity and location. Benefits:Hitachi Rail employees enjoy a comprehensive benefits package including Competitive Pay, Medical, Dental and Vision Insurance, Short & Long Term Disability, Life & Accident Insurance, Flexible Spending Accounts, a Retirement Savings Plan, and Paid Vacation. We also offer a variety of Training and Development opportunities. Note: In accordance with the DOT's FRA and FTA programs, Hitachi's substance screening program tests pre-employment candidates and current employees, as required for safety-sensitive positions. LI-CG1Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to hrunitedstates@hitachirail.com. Queries other than accommodation requests will not be responded to.Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs at https://www.hitachirail.com/careersAt Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.We would be delighted if you would be one of our followers at https://www.linkedin.com/company/hitachirail