Customer Service Supervisor

About the role

SEKO started out in business in 1976, operating out of a single Chicago office. Since then, we have built a solid reputation throughout the world as an innovative and flexible provider of first-class logistics services. We provide complete Supply Chain Solutions, specializing in transportation, logistics, forwarding and warehousing. We also lead the industry with innovative and customizable IT solutions, which provide a seamless flow of information and give our growing customer base true supply chain visibility. With over 120 offices in 40 countries worldwide, our unique shareholder management model enables you to benefit from Global implementation experience and expertise across all industry sectors, coupled with vital in-country knowledge and service at the local level.

Responsibilities

• Supervising and developing the customer service team, focused on exceeding client expectations, and driving ownership and accountability amongst team members.
• Strategize and monitor the daily activities of customer service operations.
• Assist customer service staff with duties where required.
• Ensure that all aspects of the customer service department are set up to exceed company goals.
• Preparing plans to address areas that are under performing
• Develop service procedures, policies, and standards
• Take ownership of customers issues and follow all customer SOP's
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Establish work schedules and procedures and coordinate activities of the team to ensure optimal shift/team logistics
• Carry out performance evaluations of the team members
• Comply with SEKO’s C-TPAT Security Profile
• Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations.
• Other duties as assigned by management.

Requirements

• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Ability to add, subtract, multiply and divide using units of U.S. or international currency, weight, volume, and distance measurements.
• Problem-solving skills
• Skilled in negotiation