Customer Service Supervisor

POSITION SUMMARY

The Customer Service Supervisor is responsible for the day-to-day activities of the customer service department. The supervisor is responsible for training CSRs of the daily operations for the customer service group. The Customer Service supervisor must have a solid understanding of manufacturing, planning, and transportation. This role requires approximately 25 - 50% travel.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops andmaintainspositive customer relationships

• Communicates effectively with customers,vendorsand team members

• Provides overall responsibility for ensuringaccuratedata capture and system entry

• Proactivelyutilizesdata andproblem solvingskills to resolve internal team, customerserviceand vendor issues

• Continually looks for internal and customer process improvement processes

• Develops and promotes a team environment

• Responsible for all aspects of personnel management including associate performance feedback, training, management,mentoringand progression development

• Assistswith implementation and testing of new account start ups

• Provides support to teamslocatedat customer sites

• Supports presentations for new customer sales,implementationsand customer visits

• Presents data and findings in front of the Customer

• Reviews, updates andmaintainsstandard operating procedures (SOP's)

• Meets or exceeds all team KPI's for Customer Service

• Conducts project work asrequired

OTHER DUTIES (Site Specific)

• May berequiredto work hours outside of set schedule dictated by business needs

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Ensures direct reports deliver projects within scope and on time and meet customer expectations

• Manages team vacations schedules andworkloadof team toassistin project prioritization

• Development of direct reports

• Responsible for employment decisionsregardingstaff and performance management

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• Must have a high school diploma or general education degree (GED).

• Minimum of 2 years in transportation/supply chain management in a 3PL environment.

• Minimum of 2 years of successful management experience ina logistics, customer service or related fieldrequired.

• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate

SKILLS,KNOWLEDGE,AND ABILITIES

Computer Skills

• Basic knowledge of WMS (Warehouse Management Systems)

• Proficiencyin MS Office applications(to include Excel, Word & Outlook)

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Analytical and a solid mathematics foundation isa must.

Other

• Excellent communications skills and able to deal with clients tactfully and efficiently.

• Cross-Functional Collaboration - Ability to work effectively with warehouse, transportation, and sales teams to align customer service efforts with operational goals.

• Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic.

• Must be able to handle conflict and pressure, setprioritiesand abide to them, andmaintainconsistent and positive customer serviceimageunder difficult conditions.

• General understanding of the Supply Chain Management and Logistics industryincluding regulatory compliance.

PREFERRED QUALIFICATIONS

• 4-Year College Degree preferred, will consider equivalent experience or combination of education and experience

• Prefer 5 years' experience in a leadership role inlogistics/distribution/supply chain environment

• Multi-language knowledge preferred

  CORE COMPETENCIES

  
  

  Leader of Others

  Accountability

  Business Acumen

  Communication / Building Partnership

  Developing Oneself

  Developing Others

  Drive for Results

  Embracing Change

  Problem Solving

  Empowerment

  Leadership Excellence

  Leading Change

  Problem Solving

  Independent Contributor

  Accountability

  Communication / Building Partnership

  Customer Orientation

  Developing Oneself

  Drive for Results

  Embracing Change

  Problem Solving

  Professional Competencies

  
  

  PHYSICAL DEMANDS

  Occasionally

  • Handling/Fingering, Sitting

  Frequently

  • Bending

  Constantly

  • Walking and Standing

  Ability to Lift/Carry and Push/Pull

  • 21-50 pounds
    • Reach above shoulder, reach outward, squat, or kneel.

  WORK ENVIRONMENT

  While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.