Customer Account Supervisor

Job Summary: 

The Customer Account Supervisor who will oversee the Customer Service/Routing clerks.                                                                                                   

Job Expectations:

• Supervises the team based on smart goals that are aligned with the requirements of the department and the expected level of service. Follows up on the progress based on the assigned metrics and reports on a regular basis and for special projects.
• Handles supervisory responsibilities contact with the different clients, local and internationally thru regular meetings, conferences, and visits, being as well in contact with the Customer Service Department of the client
• Train and monitor employee performance. Discipline and issue corrective actions
• Effectively manage project scope by ensuring any changes to scope are documented and approved
• Making sure safety is followed all the time
• Must be able to monitor compliance of company policies and procedures
• Assign working schedule
• Completes assigned work efficiently and in an organized manner within an established time frame, works to complete objectives and sees a task through the end while taking into consideration current responsibilities and workload.
• Understands and follows all policy, procedures, and process
• Demonstrates a high level of professionalism including mutual trust and respect for all company employees.
• Utilizes information that is relevant, current, and clear.
• Assists employees in diagnosing problems and recognizing issues.
• Takes time to help employees identify critical problems, consequences, and alternatives. Partners with Human Resources for guidance in a situation that arise with employees.
• Must comply with the company attendance and punctuality policy arriving to work every day on time leading by example.
• Must hold employees accountable for attendance, missed punches, and for violation of meal breaks.
• Generates ideas and initiates action to seek information to solve problems or follow through with a task, self-starter.
• Must control hours of employees to limit OT
• Must attend all mandatory or required meetings
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations Uses reason even when dealing with emotional topics.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

• Customer Service Experience as a supervisor
• Must be flexible with schedule when needed
• Computer skills (Excel and Word)
• Basic Math Skills
• Able to delegate
• Able to monitor employee’s performance
• Great attitude to promote a great working environment
• High School Diploma/GED or equivalent
• Bilingual preferred but not required                                         

Equipment Knowledge:

Experience with Microsoft Office Suite (Word, Excel, PowerPoint). Warehouse Management System (WMS) knowledge preferred.

Education Requirements:

High School Diploma/GED or equivalent

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands:  The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. The Team Member may occasionally lift or move office products and supplies up to 25 pounds.  Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:  The noise in the work environment is usually moderate.  Other factors are:

• Fast-paced with multi-level distractions
• Professional, yet casual work environment
• Office / Warehouse environment
• Ability to work extended hours as required

Salary : $70,304 - $80,000