Customer Service Supervisor

National salary range: $60,000 - $80,000. California range: $70,304 - $90,000. Washington range: $80,169 - $90,000.

Benefits

• Medical, Dental, and Vision insurance
• Prescription coverage
• Discounted Stock Purchase plan
• 401K retirement plan
• Generous Paid Time Off (PTO) policy
• Paid vacation and holidays

Responsibilities

• Coordinate and supervise the shift
• Support staff activities on a daily and weekly basis
• Provide an interface to the customer and follow up with operations to address customer issues
• Review customer complaints with warehouse management and/or transportation
• Execute daily customer contract requirements and identify accessorial activity
• Interact with customer groups as necessary and provide first line of escalation for customer service issues
• Ensure necessary documentation is completed and filed according to company and customer guidelines
• Provide a professional, safe, fair, and secure work environment and direct daily activities
• Lead support staff to increase productivity via improved work processes and associate development
• Administer associate recognition programs as outlined in company/account/site guidelines
• Ensure shift/daily/weekly workload planning and volume forecasting routines are accomplished
• Manage and assist support staff in fulfilling daily business requirements and participate in collection of data for performance measurement
• Evaluate performance variances to identify root cause, develop corrective action plan for review with manager, and implement approved action plans
• Ensure value-added services for customers are completed as required

Requirements

• Bachelor’s degree or equivalent experience
• 1-3 years of experience in a lead, supervisory, or management position
• 1-2 years of logistics industry experience (preferred)
• Previous customer service and operations background

About the role

The organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages and excellent affordable insurance benefits.