Customer Service Supervisor

Customer Service Supervisor

Location: USA - Florence, 2505 Ted Bushelman Blvd.

Division: Solutions

Job Posting Title: Customer Service Supervisor

Time Type: Full Time

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. This role requires approximately 25 - 50% travel.

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

CORE COMPETENCIES

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

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

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.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at View email address on click.appcast.io.