Customer Support Supervisor

Responsibilities

• Manage workload and performance of Customer Support Representatives and Receptionist(s)
• Manage IQ Group payroll, attendance, paid time off, and schedules
• Manage Guaranteed Service Program and expedited initiatives
• Manage all forms of Corporate Customer Service communication (Phone, Email, Web Chat, and Jabber) to ensure optimal response time and efficiency
• Maintain, create, and implement new and existing account requirements and procedures to ensure all daily, weekly and monthly customer requirements are met
• Work with CAM to ensure all customers are being handled in an efficient manner and that we are working in unison to reduce workload replications
• Collaborate with Dedicate Care Supervisor to ensure maximum efficiency with in the Customer Relations Department
• Manage and maintain department initiatives and audit
• Point of escalation for any external customer complaint
• Provide ongoing leadership and professional guidance through training and educational resources to internal employees consistent with company objectives, daily admin requirements, Customer Service expectations, and desired culture
• Work with IT to manage the ISI Phone Reporting System and CISCO Finesse System
• Work with IT to manage the receptionist console, technology, reporting, and backup
• Provide necessary training and ongoing support to the Service Center Managers, Assistance Service Center Managers, and Office Managers concerning the ISI Phone Reporting System
• Provide custom report and web support as needed
• Coach, cross train, and develop employees through various types of meetings, employee feedback, employee recognition and discipline when necessary
• Build and maintain relationships with external and internal customers
• Investigate areas of customer and employee improvement
• Continually improve processes and procedures to maximize productivity
• Support Director of Customer Relations and Customer Manager as needed and directed

Qualifications

• Knowledge of the LTL/Transportation Industry
• 2 years of experience with customer relations, preferably in the transportation industry
• Supervisory experience preferred
• Bachelor’s Degree preferred
• Good verbal and written communication skills
• Strong interpersonal skills