Customer Service Supervisor

Compensation:  $70-75k annual

 

Schedule/Shift:  Monday - Friday,  8:00 AM - 5:00 PM (Hours may vary based on business needs)

 

Location:  Hybrid, 1 day onsite & 4 days remote (must have availability for onsite meetings, trainings, customer visits, etc. at office in Romeoville at 1001 Bluff Rd [W12] if needed) 

 

 

Job Purpose: The Customer Service Supervisor will oversee the Customer Service Team and Tracking Group. The supervisor will assist the customer service related questions, problems, and issue resolutions. The supervisor will work directly with customers and sales representatives to ensure the highest standard of service. This position will work closely in developing, motivating and training department employees.

 

Essential Duties and Responsibilities: Communicates and assists with the Customer Service Team, Tracking Group and Carrier Representatives (CREP's) regarding customer related questions and/or problems.

Assists with orders and delegates the distribution of the orders from sales representatives via email, phone or in person.

Oversees the Customer Service Team and Tracking Group in making sure the work flow is steady, and completed efficiently and accurately.

Monitors daily profit and loss with customer service team.

Prepares/assists in pricing bids and trucking costs for various customers and sales reps.

Works with Carrier Supervisor to monitor pay, costs and losses with carriers.

Trains and develops customer service team.

Monitors and keeps track of overtime and PTO for the customer service team.

Handles weekly goals and incentives for the customer service specialists.

Responsible for updating, approving and/or verifying carrier information, insurance, W9's, etc.Oversees the Tracking Group to ensure Check Calls are up to date and complete.

Other tasks as assigned by manager.

 

Additional Responsibilities: Excellent verbal and written skills.

Knowledge and ability to enter data in Logistics software.

Excellent problem solving and resolutions skills.

Ability to work under pressure situations

.Ability to multi-task.Detail oriented.

General office management experience.

 

Qualifications: 3 years in customer service in the logistics and/or transportation field. Supervisor/lead experience preferred.

 

Education and/or Experience Required: Bachelor's degree or customer service supervisory experience.

 

Language Skills Sets: Must be able to effectively communicate, read, write, and speak English.

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.

 

Mathematical Skills: 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.

 

Reasoning Ability: 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.

 

Computer Skills: To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, and Spreadsheet software. 

 

Physical Demands:  Must be able to occasionally lift and/or move up to 25 pounds.

Must be able to activate phone systems utilizing keyboards and buttons.

Must be articulate and comfortable speaking in front of others.

Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.Frequently required to talk, hear, stand and walk.

Must be able to work in excess of continuous 8 hours when required.

Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.

Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.

Must be able to speak and communicate clearly over telephones.

Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

 

Work Environment: While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.

 

Employer Rights: This job description is intended to provide general information about the Retail Customer Service Supervisorposition. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Retail Customer Service Supervisor, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

 

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc. The Company has the right to revise this job description at any time.

 

Employment-At-Will: It is the Company's policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company's Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period. Just as our associate's, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause.

 

Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.

 

Benefits:

• Company MyShare program
• 401(k) matching
• Medical/Dental/Vision insurance
• Employee discount
• Flexible spending account
• Health savings account
• Paid time off
• Sick Days
• Long-term Disability Insurance
• Short-term Disability Insurance
• Accidental Insurance
• Critical Illness Insurance
• Disability Insurance