CSR Supervisor

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ESSENTIAL DUTIES AND 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

OTHER DUTIES (Site Specific)

· May be required to work hours outside of set schedule dictated by business needs

· Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

· 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

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

· 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

SKILLS, KNOWLEDGE, AND ABILITIES

Computer Skills

· Basic knowledge of WMS (Warehouse Management Systems)

· Proficiency in MS Office applications (to include Excel, Word & Outlook)

Language Skills

· English (reading, writing, verbal)

Mathematical Skills

· Analytical and a solid mathematics foundation is a must.

Other

· 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.

PREFERRED QUALIFICATIONS

· 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

PHYSICAL DEMANDS

Occasionally

· Handling/Fingering, Sitting

Frequently

· Bending

Constantly

· Walking and Standing

Ability to Lift/Carry and Push/Pull

· 21-50 pounds

o Reach above shoulder, reach outward, squat, or kneel.

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

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