Position Summary

The Customer Service Supervisor is responsible for supervising Customer Service activities for a variety of clients and overseas customer service staff on operational issues.

Responsibilities:

• Provides leadership and direction to team members on specific customer accounts.
• Communicate effectively with staff, management and other internal/external customers to resolve operational issues effectively.
• Monitors communication with assigned customers, responds promptly to customer requirements.
• Supervise customer service staff with regard to prioritizing work, determining schedules, assigning daily tasks, and adjusting work procedures to meet changing demands.
• Advise management of any issues with staff work quality, adherence to company policy and customer satisfaction issues, both positive and negative.
• Ensure effective operation and timely service. Demonstrate and apply knowledge of laws, regulations, governing agencies, procedures, audits, programs and practices.
• Handle and stage sets for special commodities or important customer on their international and domestic shipments including triangle shipments.
• Provide quotations for import and export on both Air and Ocean freight at customer’s request or overseas agent’s request.
• Function as the key escalation point for support, service issues and answer other general account questions on a timely and accurate basis.
• Attend and oversee operation process at airports.
• Review and create SOP to fit customer, sales and operation need.
• Provide and summarize customer’s performance review and leads to sales department as growth targets for accounts under management.
• Determining staffing needs and provide training.
• Conduct performance reviews, addressing performance issues and resolve problems.
• Ensure compliance with policies, procedures, and regulations
• Review and insure KPI’s are kept within required parameters.

Qualifications:

• 3-5 years of experienced on Temperature control, special handling and related equipment for Air and Ocean are required.

• 4 year college degree is not necessary but preferred only. Related experience is more relevant.

• 2 – 3 years of experience in a lead or supervisory role or demonstrated leadership/supervisory competencies, required; specific experience supervising others is preferred.
• Must have direct knowledge of Airport and ocean ports, terminals, agent and carriers services and pricing policies. Must be knowledgeable with import, exports

Benefits:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more.