We are seeking a detail-oriented and experienced Customer Service Supervisor to join our team. The ideal candidate will be responsible for overseeing the customer service processes within our operations department, ensuring that all customer and driver inquiries, issues, rescheduling requests, and other related services are addressed promptly and accurately.

Key Responsibilities:

· Handle all customer inquiries and complaints, resolving issues in a timely and professional manner

· Manage and lead other customer service representatives, providing guidance, training, and support to ensure high-performance levels.

· Coordinate with other departments to address customer needs, determine service requirements, and ensure seamless communication

· Develop and implement customer service policies and procedures to streamline operations and improve efficiency

· Lead customer service improvement initiatives, collaborating with cross-functional teams to drive positive change

· Develop and maintain strong relationships with key customers, serving as their advocate within the organization

· Learn and become proficient in the use of proprietary operational systems and subsequently train other team members in these systems

· Keep detailed electronic records of customer conversations, both in-person and over the phone

· Receive orders for installation, discontinuance, or changes in service and communicate updates to the respective departments

· Complete contract forms, determine prices for services requested, collect deposits, prepare change of address records, and issue discontinuance orders

· Act as front-line representative of the company, answering phone calls and forwarding to other employees as needed

· Monitor and evaluate customer service metrics to ensure high levels of customer satisfaction.

· Ensure compliance with company policies and procedures, as well as relevant regulatory requirements, in all customer service activities

Requirements:

· Minimum 3 years of Customer Service experience in a high call volume atmosphere required, preferably in the logistics or transportation industry

· Advanced typing and 10-key skills required

· Strong communication and interpersonal skills, with the ability to interact professionally with customers and internal stakeholders

· Strong organizational, analytical, and problem-solving skills

· Ability to read and comprehend technical manuals

· Bilingual (English & Spanish) preferred

· Proficiency in MS Office and customer service software

Working Conditions:

· Work environment is an office setting and areas are clean, ventilated, and well lit

· This position will be equipped with a workstation, telephone, headset, and computer

· This position is expected to provide excellent service in call areas that may be noisy. Work may be repetitious and stressful with little time between calls

· Calls may be evaluated at random to ensure high standards

· Long periods spent sitting, typing, and looking at a computer screen are common

Job Type:

· Full-time

Benefits:

· 401(k)

· 401(k) matching

· Dental insurance

· Flexible spending account

· Health insurance

· Life insurance

· Paid time off

· Vision insurance

Experience level:

· 3 years

Schedule:

· Monday to Friday

· Weekend availability

Ability to commute/relocate:

· Upper Marlboro, MD 20772: Reliably commute or planning to relocate before starting work (Required)

Job Type: Full-time

Benefits:

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

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Ability to Commute:

• Upper Marlboro, MD 20772 (Preferred)

Ability to Relocate:

• Upper Marlboro, MD 20772: Relocate before starting work (Required)

Work Location: In person