Customer Service Supervisor

About the role

The Commodities Customer Service Supervisor is responsible for providing hands-on customer service and assisting the team with escalations to resolve customer complaints and operational issues. This role works with Customer Service leadership and various departments to support all matters related to Customer Service while ensuring the division operates efficiently.

Responsibilities

• Schedule/PTO coverage and daily operation for the commodities customer service team.
• Coordinate day-to-day activities of the commodities customer service team.
• Interface and coordinate smooth operation of the Department with customers and field locations.
• Effectively manage all Commodities Customer Service processes and work closely with Operations, Sales, and Security to ensure the right decisions are made at the right time, appropriate communication occurs, and plans are adjusted as necessary.
• Interface with Regional Managers to respond to concerns and issues from field office operations and maintain relationships with customers and overseas affiliates.
• Work with General Manager to train and develop current staff, create Key Performance Indicators (KPIs), and measure for success.
• Prepare and submit service orders.
• Maintain/submit special logs, reports, and records as requested.
• Handle service concerns diplomatically, channeling complaints to other appropriate personnel as needed.
• Respond to inquiries regarding the status of items in transit through our system.
• Perform other duties as assigned and deemed necessary.

Requirements

• Minimum of 5 years of experience in Commodities Customer Service with a concentration in high volume and large account management.
• Must be 21 years or older.
• Minimum of 5 years working with Microsoft Office and other transportation field software programs – both industry-based and proprietary.
• Able to work weekends, holidays, and/or extended hours.

Qualifications

• Minimum of 5 years of experience in Commodities Customer Service with a concentration in high volume and large account management.
• Must be 21 years or older.
• Minimum of 5 years working with Microsoft Office and other transportation field software programs – both industry-based and proprietary.
• Able to work weekends, holidays, and/or extended hours.

Skills

• Professional, positive demeanor.
• Excellent customer service.
• Collaborative work style.
• Good ethics and integrity.
• Ability to work independently and as a productive member of a team.
• Strong attention to detail.
• Analytical problem-solving ability.

Pay

Salary Range: $75,000 - $85,000 annually.