Customer Service Supervisor

Customer Service Supervisor

Independence

Nearest Major Market: Cincinnati

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 include developing and maintaining positive customer relationships, communicating effectively with customers, vendors, and team members, providing overall responsibility for ensuring accurate data capture and system entry, proactively utilizing data and problem solving skills to resolve internal team, customer service, and vendor issues, continually looking for internal and customer process improvement processes, developing and promoting a team environment, being responsible for all aspects of personnel management including associate performance feedback, training, management, mentoring, and progression development, assisting with implementation and testing of new account start ups, providing support to teams located at customer sites, supporting presentations for new customer sales, implementations, and customer visits, presenting data and findings in front of the Customer, reviewing, updating, and maintaining standard operating procedures (SOP's), meeting or exceeding all team KPI's for Customer Service, and conducting project work as required.

Other duties may include working hours outside of set schedule dictated by business needs and performing other duties as assigned.

Supervisory responsibilities include ensuring direct reports deliver projects within scope and on time and meet customer expectations, managing team vacations schedules and workload of team to assist in project prioritization, development of direct reports, and being responsible for employment decisions regarding staff and performance management.

Minimum required qualifications include 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, and the ability to work in unregulated temperatures within the warehouse during the warmer and colder months.

Skills, knowledge, and abilities include basic knowledge of WMS (Warehouse Management Systems), proficiency in MS Office applications (to include Excel, Word & Outlook), language skills in English (reading, writing, verbal), analytical and a solid mathematics foundation, excellent communications skills, cross-functional collaboration, ability to work effectively with warehouse, transportation, and sales teams, ability to handle conflict and pressure, set priorities and abide to them, and maintain consistent and positive customer service image under difficult conditions, and general understanding of the Supply Chain Management and Logistics industry including regulatory compliance.

Preferred qualifications include a 4-year college degree, 5 years' experience in a leadership role in logistics/distribution/supply chain environment, and multi-language knowledge.

Core competencies include leader of others, accountability, business acumen, communication/building partnership, developing oneself, developing others, drive for results, embracing change, problem solving, empowerment leadership, excellence, leading change, problem solving, independent contributor, accountability, communication/building partnership, customer orientation, developing oneself, drive for results, embracing change, problem solving.

Physical demands include occasionally handling/fingering, sitting, frequently bending, constantly walking and standing, ability to lift/carry and push/pull 21-50 pounds, reach above shoulder, reach outward, squat, or kneel.

Work environment includes rarely being exposed to fumes or airborne particles, toxic or caustic chemicals, and the noise level in the work environment is usually low to moderate.

The expected base pay range for this position is $63,000.00 - $78,000.00. 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.