Customer Experience Supervisor

Customer Experience Supervisor

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

The Customer Experience Supervisor will manage day-to-day activities and provide front line assistance to the Government Services Customer Service team for The Suddath Companies. This role will partner with business leaders, Managers, and employees to execute and manage the department development and constantly applying new ways to improve processes. This role reports to Director, Customer Engagement.

Essential Duties & Responsibilities:

• Quickly investigates escalated customer complaints and provides resolution; communicates with customers
• Assist with onboarding and continuous training of team members
• Assist with recruiting, candidate selection, and employee retention processes
• Work with other department leaders to promote team solutions and problem resolution
• Isolates and identifies areas with opportunities for improvement at both the individual and team levels
• Assist in establishing work procedures and processes that support the company and department standards, procedures and strategic directives
• Prioritize workload to meet required deadline
• Maintain the customer service department policies and work with other departments on policies that interact with customer service

Job Skills:

• Excellent verbal and written customer service and communication skills
• Ability to identify, analyze, and creatively solve problems
• Ability to multi-task and manage time effectively
• Ability to diffuse confrontation and create a win-win outcome
• Ability to work under deadlines and within specific time frames
• Self-motivated; works with resourcefulness, urgency and with minimum supervision
• Ability to prioritize and re-prioritize as situations change throughout the workday
• Strong documentation, planning, and organization skills
• Demonstrates confidence and dexterity in difficult situations

Education & Experience:

• Bachelor's Degree in Business, Management, Communications or relevant major; or 2+ years' experience supporting the oversight of day to day responsibilities; or equivalent combination of education and experience. Prior household good relocation experience and/or customer service experience preferred but not required.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.

Mathematical Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Operations:

• To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other applications used in the performance of job duties.

Planning/Organization:

• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Certificates/Licenses/Registrations:

• None required.

Travel:

• Minimal travel required.

Supervisory Responsibilities:

• Directly and indirectly supervises employees in the customer engagement teams. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Other Duties & Responsibilities:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions:

• Cubicle working environment
• Noise level in the work environment is usually moderate

Physical/Environmental Demands:

Activity:

• Stand - Under 1/3 Time
• Walk - Under 1/3 Time
• Sit Over 2/3 Time
• Use hands to finger, handle, or feel - Over 2/3 Time
• Reach with hands and arms 1/3 to 2/3 Time
• Climb or balance None
• Stoop, kneel, crouch or crawl Under 1/3 Time
• Talk or hear over 1/3 to 2/3 time
• Taste or smell None
• Other - None

Physical Activity Level:

• The employee must occasionally lift and/or move up to 10 pounds.
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to reach with hands and arms.

Manual Dexterity:

• Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements:

• Specific vision abilities required by this job include close vision and ability to adjust focus.

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.