Customer Service Supervisor

COMPANY OVERVIEW

R.C. Moore, Inc., a leading 3PL company involved in Trucking, Warehousing, and Brokerage, was established in 1956. We became 100% employee-owned (ESOP)in 2022. We provide a national third-party logistics network to support our various food and beverage providers, and we are passionate about delivering exceptional, timely service to all customers. We are a growing company in search of team players with professional qualities to help us drive service excellence and add their own unique value to our business!

POSITION OVERVIEW

R.C. Moore, Inc. is seeking a Customer Service Supervisor in Maine to handle one primary account nationally for RCM and NorthStar. This role is responsible for being the primary daily contact for this customer and must be able to perform all the duties and responsibilities of a CSR I, II, and III. The Customer Service Supervisor will also assist Customer Service Representatives (CSRs) in the performance of their job duties, such as responding to customer inquiries and resolving issues or complaints.

The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to communicate effectively with both customers and team members.

DUTIES

• Service reporting - such as customer scorecards, date changes, hold lists, and any additional reporting requirements from the customer.
• Required to be the primary daily contact for the customer.
• Assists all other departments with customer requests.
• Hires, trains, and manages a team of assigned customer service representatives and ensures they comply with company guidelines, particularly related to the quality of service.
• Organizes and oversees the schedules and work of assigned staff.
• Identifies opportunities to update or improve customer service procedures and services and makes recommendations to the Senior Director of Logistics and other appropriate staff.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Assists with budget preparation for the Customer Service Department and prepares monthly reports summarizing customer service team performance.

QUALIFICATIONS

• Minimum of three (3) years of customer service experience
• Two (2) years of supervisor experience required
• Bachelor's degree preferred, or equivalent combination of education and experience
• Strong leadership, coaching, and team development skills with the ability to effectively manage employee performance.
• Excellent verbal and written communication, organizational, and problem-solving abilities.
• Thorough understanding of customer service principles, practices, and issue-resolution techniques.