- Job Title: Customer Service Supervisor
- Location: Cypress, CA
- Reports to: Regional Customer Service Manager
- Supervision: Yes
Position Summary
The Supervisor will assist with overseeing all aspects of customer service and ensure that Customers are retained and satisfied and that their needs are fulfilled. He or she will work closely with the team, including Operations, Sales, Dispatch, Support, Commercial, and Billing, to ensure that all customer needs are met in a timely manner. This position will be working out of the Cypress, California facility.Responsibilities
- Responsible for overseeing and driving Customer Service support as well as actively seeking for improvements in customer service standards and helping deliver excellence
- Meet regularly with team members collectively, as well as on an individual basis, to monitor progress towards meeting objectives, track performance, coach and counsel, as well as recognizing team and individual successes
- Provide leadership to the customer service team in conjunction with the sales team
- Communicate effectively with staff, management, and other customers to resolve issues effectively
- Function as the key escalation point for support service issues and answer account questions in a timely and accurately manner
- Build effective relationships with internal and external customers.
- Keeps Sales/Management informed of important developments, potential problems, and related information as necessary
- Analyze customer schedules to ensure we meet expectations
- Partner with internal departments to ensure alternative solutions are provided for the client if expectations are at risk
- Reviews and monitors customer account activity to ensure service level agreements are met
- Collects data to help prepare reports based on customer feedback
- Mentor/job shadow with all pertinent parties to ensure you are up to date with best practices and to continue the growth and development in your current role.
- Work with peers to ensure optimal flow of workload and coverage in the absence of others.
- Travel potentially required.
- Daily and weekend overtime is expected to manage escalated or high-visibility issues
- Meet all business unit goals and individual goals/metrics.
- Must always demonstrate professional behaviors.
- Perform other duties as assigned.
Job Knowledge & Skills
The duties and responsibilities described above are the essential functions of the job. The qualifications below represent the required knowledge, skills, and/or abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.- Bachelor’s degree in a discipline related to functional work role with 5-7 years of relevant work experience with international mail & parcel logistics OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
- Able to apply broad work experience and knowledge when analyzing complex problems.
- Must be able to consistently identify critical elements, variables, and alternatives to develop solutions.
- Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
- Able to communicate clearly and courteously with those who need to know of decisions/actions/problems.
- Able to apply excellent business acumen and collaborative skills when resolving problems.
- Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, Microsoft Office software (highly recommended to be at least highly proficient in Microsoft Excel), MAC, or other technical tools in completing assignments.
- Able to apply expertise in all the tools or applications used to complete work assignments.
- Able to mentor junior-level team members in the use of tools and/or systems in the position.
- Excellent communication skills, including the ability to state messages in a clear manner by using language that is easy for others to understand.
- Able to explain program policies and procedures in language that is understood by others.
- Must be able to modify communication style, both formal and informal, to match the appropriate level of the audience targeted.
- Requires a strong understanding of the impact of a message on the organization or customer.
- Able to write with the clarity and precision necessary for the work being performed.
- Additional job requirements may be listed on the staffing requisition.
- FLSA Status: Non-Exempt
- Family: Customer Service
