Supervisor, Customer Service

POSITION SUMMARY   

The Customer Service Supervisor is responsible for the day-to-day activities of the customer service department. The supervisor is responsible for training CSRs 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 AND 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 

• Reviews, updates and maintains standard operating procedures (SOP’s) 

• Meets or exceeds all team KPI’s for Customer Service 

• Conducts project work as required 

OTHER DUTIES (Site Specific) 

• May be required to work hours outside of set schedule dictated by business needs 

• Performs other duties as assigned. 

SUPERVISORY RESPONSIBILITIES  

• Ensures direct reports deliver projects within scope and on time and meet customer expectations 

• Manages team vacations schedules and workload of team to assist in project prioritization 

• Development of direct reports 

• Responsible for employment decisions regarding staff and performance management .

 MINIMUM REQUIRED QUALIFICATIONS   

Education and/or Experience 

• 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 required. 

• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate 

SKILLS, KNOWLEDGE, AND ABILITIES 

Computer Skills 

• Basic knowledge of WMS (Warehouse Management Systems) 

• Proficiency in MS Office applications (to include Excel, Word & Outlook) 

Language Skills 

• English (reading, writing, verbal) 

Mathematical Skills 

• Analytical and a solid mathematics foundation is a must.  

Other 

• Excellent communications skills and able 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. 

• Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic. 

• Must be able to handle conflict and pressure, set priorities and abide to them, and maintain consistent and positive customer service image under difficult conditions. 

• General understanding of the Supply Chain Management and Logistics industry including regulatory compliance. 

PREFERRED QUALIFICATIONS  

• 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 

For this position, the expected base pay range is $66,528 - $75,200. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.