Customer Service Supervisor

  • Job Title: Customer Service Supervisor
  • Location: Itasca, Illinois
  • Reports to: Regional Customer Service Manager
  • Supervision: NA

Position Summary

The Supervisor will assist with overseeing all aspects of customer service and ensure that Customers are retained, 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 Itasca, Illinois 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

Job Knowledge & Skills

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the 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.
  • Requires excellent communication skills with 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.
ePost Global is an Equal Opportunity Employer
  • FLSA Status: Non-Exempt
  • Family: Customer Service

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