Customer Service Supervisor

SandBox Logistics, a U.S. Silica Energy Company, provides an innovative approach to proppant storage, handling, and well-site delivery. With our proprietary logistics process and containerization solution, SandBox can lower costs, increase operational efficiency, and drastically reduce the health and safety impact of silica dust on any hydraulic fracturing jobsite. At SandBox, we are dedicated to making proppant logistics cleaner, safer, and more efficient in every major basin and shale play.

The Customer Service Supervisor at Sandbox Logistics plays a dual-role capacity, combining frontline account management with team leadership to ensure exceptional customer service execution. This position is responsible for managing a portfolio of customer accounts while overseeing and guiding the daily activities of the customer service team, including invoicing, account inquiries, dispute resolution, and customer communication.

The Supervisor leads by example, actively supporting customer needs while driving consistency, accuracy, and timeliness across all customer service-related processes, including customer master data and pricing administration. This role also contributes to developing and implementing best practices that enhance service quality, optimize cash flow, and improve operational efficiency, in alignment with company policies and industry standards.

Working cross-functionally with Commercial, Operations, Finance, and Supply Chain teams, the Supervisor ensures seamless coordination and issue resolution. In a fast-paced, 24/7 logistics environment, this role prioritizes team workload, supports account reconciliation, and fosters team member development while maintaining direct accountability for assigned customer relationships. As a key liaison between customers and internal stakeholders, the Customer Service Supervisor strengthens communication, builds trust, and drives overall customer satisfaction.

This position reports to the Senior Director of Customer Experience and Supply Chain and may be based at the headquarters in Katy, TX, or operate in hybrid capacity.

Responsibilities

Customer Service & Account Management

• Manage a portfolio of 5 customer accounts with 7,500 loads per month, overseeing all aspects of order processing, invoicing, account inquiries, and dispute resolution.
• Process completed load deliveries, equipment rentals, and well-site labor tickets, ensuring all required supporting documentation is accurate and complete.
• Generate and submit customer invoices through multiple channels, including email and electronic invoicing platforms.
• Analyze 500 lines of billing and operational data to identify discrepancies, trends, and opportunities for resolution or improvement.
• Act as the primary escalation point for customer issues, including order discrepancies, invoicing concerns, and service disruptions.
• Maintain proactive, timely, and professional communication with customers regarding order status, delays, service changes, and issue resolution.
• Monitor service execution, order accuracy, and responsiveness to ensure customer expectations and service level commitments are consistently met.
• Partner with dispatch, field operations, commercial, and supply chain teams to support customer requirements and resolve service challenges.
• Track and follow up on outstanding invoicing issues to ensure timely resolution and minimize financial and operational risk.
• Demonstrate flexibility to support the business during peak demand periods, including non-traditional hours when needed.

Team & Performance Supervising

• Supervise and support the daily activities of customer service team members, while also contributing directly as an individual account contributor.
• Balance personal account responsibilities with team oversight, ensuring workloads are prioritized effectively across the group.
• Coach and mentor team members on customer service excellence, billing processes, system usage, and company policies.
• Monitor team performance metrics, service quality, and productivity, providing feedback, and driving accountability.
• Support hiring, onboarding, and ongoing development of customer service personnel.
• Develop and manage team schedules to ensure appropriate coverage aligned with the changing operational environment.
• Foster a collaborative, high-performance, and customer-centric culture focused on continuous improvement and strong internal and external customer relationships.

Financial & Operational Support

• Review and validate billing transactions for accuracy and completeness across both personal accounts and team output.
• Support account reconciliations and partner with Credit and Collections to resolve disputes and improve cash flow.
• Maintain accurate records related to billing, customer interactions, dispute resolution, and service performance.
• Ensure proper documentation and data integrity for all transactions, including shipments, invoices, and customer requests.
• Assist in identifying and resolving operational bottlenecks that impact customer service.
• Provide support and communication during operational disruptions, including weather events, equipment failures, or emergency situations..

Process Improvement & Compliance

• Ensure all customer service activities comply with company policies, contractual requirements, and internal audit controls.
• Track and analyze customer service trends, identify root causes of issues and recommend solutions.
• Lead by example in adopting and reinforcing standardized processes and best practices across the team.
• Drive continuous improvement initiatives to enhance service quality, billing accuracy, and operational efficiency in customer service.
• Identify opportunities to streamline workflows, improve cross-functional communication, and enhance the overall customer experience.
• Maintain audit-ready documentation and accurate customer records to support compliance and financial integrity.

Qualifications

• Bachelor's Degree in Business, Finance, Accounting Supply Chain, or Logistics
• 2 to 5 years of lead experience in customer service, customer operations, logistics coordination, business, or a related field, with direct reports.
• Experience managing customer accounts end-to-end, including order entry, data reconciliation, invoicing, issue resolution, and customer communication
• Experience in high-volume, fast-paced environments (e.g., logistics, transportation, supply chain, oil & gas services, or similar)
• Experience with billing/invoicing processes, dispute resolution, and cross-functional coordination (Finance, Operations, Commercial)
• Experience working with ERP systems such as JD Edwards, TMS platforms, or electronic invoicing systems such as Ariba and Open Invoice
• Exposure to accounts receivable, collections support, and cash flow impact through billing accuracy and dispute management
• Experience in utilizing Excel for data analysis, including advanced functions such as VLOOKUP, pivot tables, and data visualization tools.
• Experience leading through change (system implementations, organizational shifts, rapid growth environments)

U.S. Silica is a leading producer of industrial minerals essential to modern life. With $1B in annual revenue, 26 production facilities, and industry-leading last-mile logistics for the oil & gas sector, we supply high-quality silica, diatomaceous earth, clay, and other materials to industries ranging from energy and construction to food & beverage.

As a portfolio company of Apollo Global Management, we are positioned for strategic growth in both our Oil & Gas and Industrial segments. For more than 100 years, our products and innovations have helped make the world cleaner, safer, and more energy-efficient.

U.S. Silica is an equal opportunity employer for all without regard to race, gender, color, religion, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. U.S. Silica is a smoke- and drug-free workplace.