As the Customer Service Supervisor, your primary responsibility will be to ensure that all internal and external Company customers receive a prompt, precise, and professional response to their customer service inquiries and Guaranteed Services opportunities. You will lead a team of associates who cater to customers with diverse needs, utilizing various communication channels such as phone and electronic platforms. In addition, you will be accountable for maintaining the quality of service provided and driving continuous customer service excellence.

Responsible for all supervisory duties to include recruiting/hiring, ensuring appropriate staffing levels, conducting annual performance reviews, and submitting daily/weekly payroll for direct reports. Responsible for the training of new associates and the coaching, mentoring, and re-training of existing associates. Maintain overall responsibility for the timely answering of over 400 daily incoming switchboard calls and over 1,000 daily incoming customer service calls. Ensure staff handles calls with professionalism and precision. Oversee the customer complaint and resolution process as facilitated through the Company’s external website. Monitor and manage the administration of operators for customer service email and live chat functions. Ensure timely and professional handling of over 500 daily live chats and 500 daily customer service emails. Lead the creation and maintenance of customer MySEFL logins. Oversee daily Guaranteed Services administrative functions including review of all noon and day Guaranteed shipments, recordkeeping, and reporting. Work independently with other department managers, directors, and officers in order to improve both the A and B sides of the Company’s Quality Improvement Process (QIP). Responsible for selecting associates for each role, making decisions to satisfy the Company’s customers completely, and developing and executing major objectives for the Individualized Quality (IQ) Workgroup. Responsible for maintaining and increasing customer revenue volumes by ensuring customers receive effective customer service.

For this position, a minimum of 2 years of industry-related work experience is required. Previous leadership experience is also necessary. A High School Diploma or GED is required for all candidates.

In terms of preferred experience, the ideal candidate should have 4 years of industry-related work experience. Additionally, having 1-2 years of operations experience within a service center or terminal is preferred.

Work Shift

First Shift

http://www.youtube.com/watch?v=xZc1A8aeshc