Supervisor, CSR

DSV•Fort Worth, TX

About The Position

The Customer Service Supervisor is responsible for the day-to-day activities of the customer service department. The supervisor is responsible for training CSRs of the daily operations for the customer service group. The Customer Service supervisor must have a solid understanding of manufacturing, planning, and transportation.

Requirements

Must have a high school diploma or general education degree (GED).
Minimum of 2 years in transportation/supply chain management in a 3PL environment.
Minimum of 2 years of successful management experience in a logistics, customer service or related field required.
Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate
Basic knowledge of WMS (Warehouse Management Systems)
Proficiency in MS Office applications (to include Excel, Word & Outlook)
English (reading, writing, verbal)
Analytical and a solid mathematics foundation is a must.
Excellent communications skills and able to deal with clients tactfully and efficiently.
Cross-Functional Collaboration – Ability to work effectively with warehouse, transportation, and sales teams to align customer service efforts with operational goals.
Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic.
Must be able to handle conflict and pressure, set priorities and abide to them, and maintain consistent and positive customer service image under difficult conditions.
General understanding of the Supply Chain Management and Logistics industry including regulatory compliance.

Nice To Haves

4-Year College Degree preferred, will consider equivalent experience or combination of education and experience
Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment
Multi-language knowledge preferred

Responsibilities

Develops and maintains positive customer relationships
Communicates effectively with customers, vendors and team members
Provides overall responsibility for ensuring accurate data capture and system entry
Proactively utilizes data and problem solving skills to resolve internal team, customer service and vendor issues
Continually looks for internal and customer process improvement processes
Develops and promotes a team environment
Responsible for all aspects of personnel management including associate performance feedback, training, management, mentoring and progression development
Assists with implementation and testing of new account start ups
Provides support to teams located at customer sites
Supports presentations for new customer sales, implementations and customer visits
Presents data and findings in front of the Customer
Reviews, updates and maintains standard operating procedures (SOP’s)
Meets or exceeds all team KPI’s for Customer Service
Conducts project work as required
May be required to work hours outside of set schedule dictated by business needs
Performs other duties as assigned
Ensures direct reports deliver projects within scope and on time and meet customer expectations
Manages team vacations schedules and workload of team to assist in project prioritization
Development of direct reports
Responsible for employment decisions regarding staff and performance management