Customer Support Supervisor

Overview

The Customer Support Supervisor is intended to supervise and coordinate the Customer Support Representative employees engaged in the service activities necessary to achieve maximum performance by maintaining customer compliance in accordance with Company policy and procedures

Responsibilities

• Manage workload and performance of Customer Support Representatives and Receptionist(s)
• Manage IQ Group payroll, attendance, paid time off, and schedules
• Manage Guaranteed Service Program and expedited initiatives
• Manage all forms of Corporate Customer Service communication (Phone, Email, Web Chat, and Jabber) to ensure optimal response time and efficiency
• Monitor staffing levels based on phone/email/web chat reporting and admin requirements
• Maintain, create, and implement new and existing account requirements and procedures to ensure all daily, weekly and monthly customer requirements are met
• Work with CAM to ensure all customers are being handled in an efficient manner and that we are working in unison to reduce workload replications
• Collaborate with Dedicate Care Supervisor to ensure maximum efficiency with in the Customer Relations Department
• Manage and maintain department initiatives and audit
• Point of escalation for any external customer complaint
• Provide ongoing leadership and professional guidance through training and educational resources to internal employees consistent with company objectives, daily admin requirements, Customer Service expectations, and desired culture
• Work with IT to manage the ISI Phone Reporting System and CISCO Finesse System
• Work with IT to manage the receptionist console, technology, reporting, and backup
• Provide necessary training and ongoing support to the Service Center Managers, Assistance Service Center Managers, and Office Managers concerning the ISI Phone Reporting System
• Provide custom report and web support as needed
• Coach, cross train, and develop employees through various types of meetings, employee feedback, employee recognition and discipline when necessary
• Build and maintain relationships with external and internal customers
• Investigate areas of customer and employee improvement
• Continually improve processes and procedures to maximize productivity
• Support Director of Customer Relations and Customer Manager as needed and directed

Qualifications

• Knowledge of the LTL/Transportation Industry
• 2 years of experience with customer relations, preferably in the transportation industry
• Supervisory experience preferred
• Bachelor’s Degree preferred
• Good verbal and written communication skills
• Strong interpersonal skills
• Legally eligible to work in the United States

Physical Demands

Benefits

• Stable and growing organization
• Competitive weekly pay
• Professional, positive and people-centered work environment
• Fast-paced work environment
• Comprehensive benefits package: Health, Dental, Vision, AD&D, etc.
• Paid holidays (8); paid vacation and personal days
• 401(k) plan, Company Match