Customer Service Supervisor

Customer Service Supervisor

Coordinate and supervise the shift. Support staff activities on a daily and weekly basis. Provide an interface to the customer and follow up with operations to address customer issues. Review customer complaints with the warehouse management and/or transportation.

• Execute daily customer contract requirements and identify accessorial activity

• Interact with customer groups, as necessary, and provide first line of escalation for customer service issues

• Ensure necessary documentation is completed and filed according with company and customer guidelines

• Provide professional, safe, fair and secure work environment and direct daily activities

• Lead support staff to increase productivity via improved work processes and associate development

• Administer associate recognition programs as outlined in company/account/site guidelines

• Ensure shift/daily/weekly workload planning and volume forecasting routines are accomplished

• Manage and assist support staff in fulfilling daily business requirements and participate in collection of data for performance measurement

• Evaluate performance variances to identify root cause, develop corrective action plan for review with manager and implement approved action plans

• Ensure value-added services for customers are completed as required

• Bachelor's degree or equivalent experience, required

• 1-3 years of experience in a lead / supervisory / management position, required

• 1-2 years of logistics industry experience, preferred

• Previous customer service and operations background, required