Job Overview:

We are looking for a highly motivated and experienced Customer Service Supervisor to oversee our customer service, business development, and operational activities. This role involves handling all customer service issues, managing existing contracts, requests for proposals (RFPs), managing daily operations, and collaborating closely with the CEO to manage negotiations. The ideal candidate will have exceptional communication, interpersonal skills, strong administrative capabilities, and a proven track record in a leadership position.

Key Responsibilities:

• Oversee customer service issues and improve customer service processes.
• Build and maintain strong relationships with accounts, conducting frequent check-ins and accompanying the CEO on calls.
• Manage and improve team dynamics within the customer service departments, addressing challenges and ensuring high standards of communication and follow-up.
• Manage all RFPs by gathering information, prepare and submit RFPs for new business.
• Oversee existing contracts and collaborate with the CEO on negotiations.
• Liaise with the CEO to make decisions for operational activities and set strategic goals.
• Evaluate the efficiency of business procedures according to organizational objectives and implement improvements.
• Plan and monitor the day-to-day running of the business and evaluate business procedures.
• Manage the procurement process and coordinate material and resources allocation.
• Revise and/or formulate policies and promote their implementation to support operational excellence.
• Lead business procurement efforts and coordinate with the finance department to approve budgets and financial plans for projects.
• Handle special project requests from the CEO.
• Supervise staff from different departments, providing constructive feedback and coaching to enhance performance.

Skills / Requirements:

• BS/BA in business administration or management or a relevant field
• Minimum of 5 years of supervisory/management experience, preferably in operations management.
• Experience in the transportation industry and with fleet management is a plus.
• Outstanding interpersonal and communication skills.
• Strong administrative skills.
• Ability to manage multiple responsibilities and projects.
• Familiarity with MS Office and various business software (e.g. ERP, CRM).
• Proficiency in data analysis and performance metrics.

Work Distribution:

• 40% Customer Service
• 20% Managing RFPs
• 20% Managing Special Projects
• 20% Handling Operations and Procurement

About Us:

MTN was founded on the belief that everyone — regardless of race, gender, ability, age or socioeconomic status — deserves a positive transportation experience. Our CEO started MTN in 2004 with a single van transporting students with special needs. Today, the company operates a fleet of more than 400 buses, maintains three bus terminals, and employs more than 400 drivers, maintenance staff and administrators. What has remained since day one is our company’s focus on transporting people safely, affordably, on time and with respect.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: In person