Customer Service Supervisor (Retail Logistics)
About The Position
The Retail Customer Service Supervisor will oversee the Retail Customer Service Lead and Account Managers. This role involves assisting with customer service-related questions, problems, and issue resolutions, and serving as an escalation point for customers. The supervisor will work directly with the Customer Service Manager and Customer Service Lead to ensure high standards of customer service. Reporting to the Retail Customer Service Manager, the position collaborates closely with the manager and lead in developing, motivating, and training department employees, ensuring all departmental position training is completed. The Retail Customer Service Supervisor will also be responsible for working on departmental projects as assigned by the Customer Service Manager.
Requirements
- 1-2 years' experience in customer service in the logistics/transportation field and or retail market
- Bachelor's degree or equivalent experience required
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, clients, and customers
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to determine "root cause" of problem and determine corrective action
- Knowledge of Business Operating Systems
- Knowledge of Internet software
- Knowledge of Word Processing software
- Knowledge of KPI reporting software
- Knowledge of Spreadsheet software
- Excellent verbal and written skills
- Knowledge and ability to enter data in Logistics software
- Excellent problem solving and resolution skills
- Ability to work under pressure situations
- Ability to Multi-task
- Detail oriented
- General office management experience
Responsibilities
- Provides mentorship to entry level CS employees
- High level metrics analysis/reporting
- Hires entry-level customer service employees
- Knowledge management development/reporting
- Workload management
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff
- Manage progressive discipline when necessary
- Organizes and oversees the schedules and tasks of assigned staff
- Conducts performance evaluations with the guidance of the Customer Service Manager
- Acts as a backup to the Customer Service Manager
- Program development/Upsell additional products/services
- KPI management review and monitor incoming email communications
- Key relationship development
- Process management
- Front / wizard / general 'technologies' process management
- KPI management/reporting
- High level relationships development/management
- Onboarding management
- Profitability management
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
