Customer Experience Supervisor

AIT Worldwide Logistics•Palatine, IL

3d•Onsite

About The Position

The Customer Experience Supervisor is responsible for providing operational leadership to individual contributors and hourly RDS staff to ensure the execution of daily tasks and activities operating with responsibility of Freshdesk tickets, efficiencies, and productivity of employees in RDS and Lean Staffing. Supervises most processes directly related to these areas in a manner consistent with company services and cost objectives. Responsible for making corrective action and disciplinary decisions. Involved in hiring process, customer service, and customer meetings as necessary. Responsible for the service level, performance, and integrity to exceed customer expectations. Providing clear direction to staff in support of RDS and corporate goals and objectives. Assisting in training and guidance as needed to employees.

Requirements

A team player who works well with others – being respectful to our teammates is a Core Value
A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role
Growth mindset – being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently
Customer service focus – we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture
Minimum of 4 years freight forwarding experience.
In depth knowledge of Domestic Operations.
1-3 years of progressively responsible supervisory experience and/or team lead experience.
Strong sense of urgency and attention to detail and organizational skills.
High initiative, self-motivation with a strong, interactive team player.
Excellent time management skills, ability to manage multiple priorities.
Ability to multi-task in a high volume and fast-paced work environment.
Ability to manage and lead people
Ability to manage and grow business
Working understanding of all modes of domestic transportation
Strong interpersonal and customer service skills
Ability to work flexible hours based on business needs inclusive of afternoon and evening hours.
Have the desire to jump into situations and take ownership until resolved.
Ability to possibly travel as needed (less than 10%)

Nice To Haves

Bachelor’s Degree (preferred) or equivalent experience.

Responsibilities

Direct the necessary daily activity to ensure a safe, secure, clean, and work environment for all employees.
Assist in quoting, routing cargo, supporting the RDS operation.
Offer support to the team where needed.
Organize and lead the focus on improved productivity levels.
Plan, manage, and adjust the daily workload and staffing to minimize the unplanned overtime.
Ensure company policies are communicated, applied, and enforced.
Maximize quality and productivity by understanding job standards for each function and evaluating RDS results in order to identify root cause and corrective action.
Offer constructive input to internal staff to continually move the process in a positive direction.
Develop and understand the AS400 domestic system in order to systematically operate every stage of a domestic shipment from creation to posting revenue and expenses for transactions within RDS. This understanding will allow for feedback to the station team on minimizing expenses and improved profitability.
Review and foster changes to current systems and processes with a focus on efficiency.
Account management of clients within the furniture vertical.
Other duties as assigned.

Benefits

Medical
Prescription
Health Savings Account
Flexible Spending Accounts
Dental
Vision
Life
AD&D
Disability
Supplemental Health
Employee Support
Paid Parental Leave
Pet Insurance
401(k)
Tuition Reimbursement
10 to 20 days of vacation (depending on tenure)
2 personal days
1 floating holiday
5 sick days
5 volunteer hours
6 company holidays (plus Veterans Day for Veterans) annually
Bonus based on achievement of business and/or individual performance metrics (dependent on position)