Customer Service Supervisor

Customer Service Supervisor Job Summary

The Customer Service Supervisor will lead a team of Customer Service Representatives who will be responsible for ensuring customer SOP and requirements are met. Team requirements include, but not limited to, delivering clear and timely communication to our customers and vendors, managing daily order builds, setting appointments, and tracking loads. The Customer Service Supervisor will additionally be responsible for coaching, mentoring, and challenging the team in order to build a high‑functioning, successful customer service team.

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.

• Supervise team regarding customer service responsibilities, staffing / scheduling and team performance. Partner with HR to employee relation concerns with a sense of urgency and professionalism
• Oversee activity of the team's inbound/outbound emails, quality of phone calls and individual metrics. Work with the team to assess new customers, projects and processes in order to improve customer experience
• Effectively partner with Sales and Account Management team on current challenges, opportunities and processes
• Leads and maintains standard operating procedures, collection of required documentation, tariff uploads and communication regarding on‑time performance
• Ensure accurate and timely milestones are updated in customer TMS platforms
• Cross‑train team members to support effective execution of the business
• Ensure customers key performance indicators are met
• Participates in the interview process for potential candidates along with ensuring new employees are having a quality onboarding and training experience
• Assist with after‑hours escalation, as needed

• High School or GED equivalent Required

• 0‑3 years experience in customer service management and team management Required
• 0‑3 years experience in quoting and routing Preferred
• 0‑3 years experience in truck brokerage and freight forwarding Preferred

• Transportation Management System (TMS) (Medium proficiency)
• Microsoft Office Suite (Medium proficiency)
• AS400 (Low proficiency)

• A team player who works well with others - being respectful to our teammates is a Core Value!
• A strong work ethic with an appreciation for ownership, independence, accountability and autonomy in your role.
• Growth mindset - being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently.
• Customer service focus - we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture!

AIT Worldwide Logistics is an Equal Opportunity Employer - M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at  ext 5218.