Customer Service Supervisor

Customer Service Supervisor

Brink's Global Services USA, Inc. is a division of Brink's Inc, the world's premier provider of secure logistics and security solutions in more than 122 countries across 5 continents. Brink's Global Services specializes in the secure transportation and handling of valuable goods throughout the logistic value chain, from raw materials and components to finished products within the mining, banknote, precious metal, jewelry, security, art and pharmaceutical industries. The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a Commodities Customer Service Supervisor.

Salary Range: 75k-85k

Job Summary: The Commodities Customer Service Supervisor is responsible for providing hands on customer service and customer assistance and responsible for assisting the team with escalations to resolves customer complaints and operational issues. This role will work with Customer Service leadership as well as varies departments to support in all matters related to Customer Service while supporting the division's goal of operating in a financially efficient manner.

Key Responsibilities:

• Responsible for scheduling/PTO coverage and daily operation for the commodities customer service team.
• Coordinate day to day activities of the commodities customer service team. Interface and coordinate smooth operation of the Department with customers and field locations.
• Effectively manage all Commodities Customer Service processes and work closely with Operations, Sales and Security to ensure the right decisions are made at the right time, appropriate communication occurs and that plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements as business needs change.
• Work closely with all Customer Service and operations departments across the US to provide and communicate accurately all information and pricing for services to customers and where necessary other internal departments within Brinks as well.
• Interface with Regional Managers to respond to concerns and issues from field office operations and maintain relationships with customers and overseas affiliates.
• Work with GM to train and develop current staff, create KPIS and measure for success.
• Fully prepare and submit service orders.
• Maintain/submit special logs, reports, and records as requested.
• Handle service concerns diplomatically, channeling complaints to other appropriate personnel as needed.
• Respond to inquiries regarding the status of items in transit through our system.
• Perform other duties as assigned and deemed necessary

Minimum Qualifications:

• Minimum of 5 years of experience in Commodities Customer Service with a concentration in high volume and large account management.
• Must be 21 years or older
• Minimum of 5 years working with Microsoft Office and other transportation field software programs - both industry based and proprietary.
• Able to work weekends, holidays and/or extended hours

Preferred Qualifications:

• Experience in a fast paced high volume Export department for an air freight forwarder.
• More than 5 years of experience servicing customers in the transportation/logistics industry as a coordinator, shipment router or other similarly situated air freight forwarding professional.
• Good basic math skills.
• Transferrable internal BGS experience in an Exports, Customer Service or other Operational position with working knowledge of BITS, ATLAS and GARCIA.

Professional Skills:

• Professional, positive demeanor
• Excellent customer service.
• Collaborative work style.
• Good ethics and integrity.
• Ability to work independently and as a productive member of a team.
• Strong attention to detail.
• Analytical problem solving.

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink's Global Services U.S., Inc. Brink's provides an outstanding total compensation package for this position. In addition to a competitive salary, we offer to eligible employees, medical, dental, vision, and life insurance plans. We also offer a 401(k) Plan. If you are interested and meet the requirements for this position, please apply.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.