Job Summary:
We are seeking a highly motivated and experienced CSR/Office Supervisor to join our team. The ideal candidate will have excellent communication and leadership skills, with the ability to analyze customer feedback and implement strategies to improve customer satisfaction. This position supervises Traffic Coordinators who serve as the main contact for assigned clients: responsibilities are but not limited to tracking inbound/outbound containers, oversight of daily shipping orders, and some billing.

Responsibilities:
- Supervise and manage a team, providing guidance and support as needed
- Monitor and evaluate customer service interactions to ensure quality standards are met
- Analyze customer feedback and identify areas for improvement in service delivery
- Develop and implement training programs to enhance skills

- Handle escalated customer inquiries or complaints in a professional and timely manner
- Collaborate with other departments to resolve complex customer issues
- Maintain accurate records of customer interactions and transactions
- Stay updated on company products, services, and policies to provide accurate information to customers

• Supervise coordinators to ensure work performance objectives are met daily.
• Manage work schedules of the coordinators and workflow.
• Receive instructions for each assigned client with an agreed upon tariff/rate/commodity.
• Enter Client/tariff/commodity information in PRIMA, monitor inbound and outbound shipments, maintain accurate inventory in system.
• Ensure customer profiles updated on detention and demurrage free time.
• Work with customs brokers and customs to assist in the release of cargo.
• Assist with releases from other government agencies such as FDA, USDA, EAR, AES, etc.
• Coordinates deliveries with internal and external truckers and steamship lines.
• Receive updates from trucking operations on progress of picking up containers, and communicate any problems with equipment, free time or any other problems.
• Confer with department supervisors and others as necessary.
• Maintain contact with clients at all times providing updates when needed.
• Billing/invoicing is performed timely and sent to accounting.
• Follow up to ensure that warehouses and trans loading services have been performed.
• Track and trace import and export shipments for your assigned clients.
• Process accessorial billing.
• Perform other duties as assigned.

- Conduct performance evaluations for team members and provide constructive feedback

Qualifications:
- Bachelors degree in Business Administration, or related field preferred
- Minimum of 3 years of experience in a customer service supervisory role
- Strong leadership skills with the ability to motivate and inspire a team
- Excellent communication skills, both written and verbal, in English (multilingual abilities, are a plus)
- Proficient in project management techniques and tools
- Ability to analyze data and make informed decisions based on customer feedback
- Proven track record in delivering exceptional customer service
- Ability to effectively communicate with customers from diverse backgrounds
- Strong problem-solving skills and the ability to handle challenging situations with professionalism

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Baltimore, MD 21224: Relocate before starting work (Required)

Work Location: In person