Summary

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

Essential duties & responsibilities

• 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
• Supports sales team on new sales opportunities and quantifying value
• Reviews, updates and maintains standard operating procedures (SOP’s)
• Meets or exceeds all team KPI’s for Customer Service
• Budget management and responsibility
• Conducts project work as required

Supervisory responsibilities

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

Preferred qualifications

• Must have a High school diploma or general education degree (GED).
• Minimum of 2 years in transportation/supply chain management in a 3PL environment.
• College degree or related field required or equivalent combination of education and work.
• Minimum of 2 years of successful management experience in a logistics, customer service or related field required.

Skills, knowledge & abilities

• Proficient with all Microsoft Office applications; i.e. Project, Word, Excel, Access, Visio, Office
• Ability to accomplish tasks in a timely manner.
• Strong interpersonal skills with the ability to work independently or within a group.
• Analytical and a solid mathematics foundation is a must.
• Ability to adapt to change and work in a fast-pace environment.
• Prior experience with Transportation Management Software.
• Good Communication
• Great organizational skills
• Ability to work under pressure and meet targets
• Good problem solving abilities