Customer Service Supervisor

Division:
Solutions

Job Posting

Title:

Customer Service Supervisor

Time Type:
Full Time

The Customer Service Supervisor is responsible for the day-to-day activities of the customer service department. The supervisor is responsible for training CSRs for the daily operations for the customer service group. The Customer Service supervisor must have a solid understanding of manufacturing, planning, and transportation.

• Develops and maintains positive customer relationships
• Communicates effectively with customers, vendors, and team members
• Provides overall responsibility for ensuring accurate data capture and system entry
• Proactively utilizes data and problem solving skills to resolve internal team, customer service, and vendor issues
• Continually looks for internal and customer process improvement processes
• Develops and promotes a team environment
• Responsible for all aspects of personnel management including associate performance feedback, training, management, mentoring and progression development
• Assists with implementation and testing of new account start ups
• Provides support to teams located at customer sites
• Supports presentations for new customer sales, implementations and customer visits
• Presents data and findings in front of the Customer
• Reviews, updates and maintains standard operating procedures (SOP's)
• Meets or exceeds all team KPI's for Customer Service

• May be required to work hours outside of set schedule dictated by business needs
• Performs other duties as assigned

• Ensures direct reports deliver projects within scope and on time and meet customer expectations
• Manages team vacation schedules and workload of team to assist in project prioritization
• Development of direct reports
• Responsible for employment decisions regarding staff and performance management

• Must have a high school diploma or general education degree (GED)
• Minimum of 2 years in transportation/supply chain management in a 3PL environment
• Minimum of 2 years of successful management experience in a logistics, customer service or related field
• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months that can range from mild to moderate

• Computer
  
  Skills:
  
  Basic knowledge of WMS (Warehouse Management Systems)
• Language Skills
• Mathematical
  
  Skills:
  
  Analytical and a solid mathematics foundation is a must
• Excellent communication skills and ability to deal with clients tactfully and efficiently
• Cross-Functional Collaboration – Ability to work effectively with warehouse, transportation, and sales teams to align customer service efforts with operational goals
• Clear and articulate on the phone and in person with strong writing and presentation abilities – persuasive but empathetic
• Ability to handle conflict and pressure, set priorities, abide by them, and maintain a consistent and positive customer service image under difficult conditions
• General understanding of the Supply Chain Management and Logistics industry including regulatory compliance

• 4-Year College Degree preferred, will consider equivalent experience or combination of education and experience
• Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment
• Multi-language knowledge preferred

• Leader of Others
  • Accountability
  • Business Acumen
  • Communication / Building Partnership
  • Developing Oneself
  • Developing Others
  • Drive for Results
  • Problem Solving
  • Empowerment
  • Leading Change
• Independent Contributor
  • Accountability
  • Communication / Building Partnership
  • Customer Orientation
  • Developing Oneself
  • Drive for Results
  • Problem Solving

• Walking and Standing
• Ability to Lift/Carry and Push/Pull
• Reach above shoulder, reach outward, squat, or kneel

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

For this position, the expected base pay range is $63,000.00 - $78,000.00. Actual…