Customer Support Supervisor

Dayton Freight • Dayton, OH

1d

About The Position

The Customer Support Supervisor oversees and coordinates Customer Support Representatives and Receptionists in service activities intended to achieve maximum performance and maintain customer compliance with Company policies and procedures. The role manages team workload, performance, payroll, attendance, paid time off, schedules, service initiatives, customer communications, and staffing levels.

The Supervisor maintains customer account requirements and procedures, coordinates with colleagues across Customer Relations, serves as an escalation point for external customer complaints, and works with IT on phone systems, receptionist technology, reporting, and web support. The role also provides leadership, training, coaching, employee development, and ongoing process improvement while supporting the Director of Customer Relations and Customer Manager as directed.

Requirements

• Knowledge of the LTL/Transportation industry.
• Two years of customer relations experience, preferably in the transportation industry.
• Good verbal and written communication skills.
• Strong interpersonal skills.
• Legally eligible to work in the United States.

Nice To Haves

• Supervisory experience.
• Bachelor’s degree.

Responsibilities

• Manage the workload and performance of Customer Support Representatives and Receptionists.
• Manage IQ Group payroll, attendance, paid time off, and schedules.
• Manage the Guaranteed Service Program and expedited initiatives.
• Manage corporate customer service communications by phone, email, web chat, and Jabber to ensure optimal response times and efficiency.
• Monitor staffing levels using phone, email, web chat, and administrative reporting.
• Maintain, create, and implement account requirements and procedures to meet daily, weekly, and monthly customer requirements.
• Work with the CAM to ensure customers are handled efficiently and reduce duplicated workload.
• Collaborate with the Dedicated Care Supervisor to maximize efficiency in the Customer Relations Department.
• Manage and maintain department initiatives and audits.
• Serve as the escalation point for external customer complaints.
• Provide leadership and professional guidance through training and educational resources consistent with company objectives, administrative 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 receptionist console technology, reporting, and backup.
• Train and provide ongoing support to Service Center Managers, Assistant Service Center Managers, and Office Managers on the ISI Phone Reporting System.
• Provide custom reporting and web support as needed.
• Coach, cross-train, and develop employees through meetings, feedback, recognition, and discipline when necessary.
• Build and maintain relationships with external and internal customers.
• Investigate opportunities to improve customer and employee experience.
• Continuously improve processes and procedures to maximize productivity.
• Support the Director of Customer Relations and Customer Manager as needed and directed.

Benefits

• Stable and growing organization.
• Competitive weekly pay.
• Professional, positive, and people-centered work environment.
• Fast-paced work environment.
• Comprehensive benefits package, including health, dental, vision, and AD&D.
• Eight paid holidays, plus paid vacation and personal days.
• 401(k) plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed