Customer Service Supervisor

Hitachi • Honolulu, HI

1d • Onsite

About The Position

Hitachi Rail is looking for an enthusiastic self-motivated Customer Service Supervisor to 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, HI.

Requirements

• 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
• English Proficiency

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager