Lead, Customer Service - Day Shift

GXO Logistics • Kearney, NE

3d

About The Position

As a Lead, Customer Service at GXO, you will directly supervise the daily operational activities of a team of customer service specialists to ensure superior service delivery to online customers. You will lead and coach the team to promote quality customer interactions, build and retain customer relationships, and support the timely delivery of company products and services. The role helps GXO provide daily freight solutions for global customers.

The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. GXO describes itself as a leading provider of supply chain solutions, helping customers manage goods efficiently through its technology and services.

Requirements

• At least 4 years of experience in a customer service role troubleshooting and handling complex transactions, including 1 year of team lead experience.
• Experience with Microsoft Office, including Word, Excel, and Outlook.
• Bilingual in English and French.

Nice To Haves

• Experience in a call center environment.
• Solid customer service skills and the ability to satisfactorily resolve issues.
• Ability to multitask with exceptional organizational skills.
• Ability to thrive under pressure while delivering solutions that exceed customer expectations.

Responsibilities

• Organize and supervise the day-to-day operations and activities of a customer service team to achieve key performance goals.
• Support the development of an effective, high-performance team.
• Maintain daily and weekly statistics for individual direct reports.
• Research department results.
• Troubleshoot operational problems.
• Complete team reports as required.
• Identify and research escalated problems and provide direct reports with guidance for resolution.
• Serve as the escalation point for transactions requiring advanced expertise or discernment, resolving complex customer issues and ensuring timely follow-up and customer satisfaction.
• Lead and coach the assigned team to support quality customer interactions and customer relationships.

Benefits

• Extended health benefits, including medical, dental, and vision.
• Pension.
• Life insurance.
• Disability benefits.

What This Job Offers

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