Supervisor/manager - Ltl/ftl Customer Service
2 weeks ago
**Supervisor/Manager - Customer Service Representative**
**Reports to:
- Operations Manager**
- **Job Summary**_
The Customer Service Representative Supervisor/Manager will primarily be
responsible of ensuring smooth and efficient service to customers and supporting the
customer base by resolving questions, concerns, and technical issues, as well as
handling customer inquiries and complaints which are escalating from other
departments. This position will be accountable to manage a CSR team to ensure that
customers are satisfied with the issue resolution as well as the resolution process itself.
Team Supervisor will also be responsible of ensuring the CSR/Dispatch plan is carried
out as intended and any variances are reported to the Operations Manager as soon as
possible on a timely basis. The Customer Service Representative must possess a high
school diploma, graduation, or equivalent, and three years of Supervising/Managerial
experience in LTL/FTL Logistics Customer Service. Must have excellent
communication skills.
- **Competency**_
- Client/Customer Focus
- Communication
- Cultural Sensitivity
- Adaptability
- Problem Solving
- Time Management
- Professionalism
- **Job Duties**_
- Support customer base by resolving questions, concerns, and technical issues,
as well as handling customer inquiries and complaints which are escalated from
other departments
- Train new CSR staff as directed by Dispatch manager
- Assisting staff with their workload if possible
- Assisting with claims.
- Accept loads and accurately enter same in fleet manager as assigned based on
criteria provided.
- Create and manage tracking and tracing reports as required by customers or
team members to ensure timely communication
- Updating EDI Events
- Ensure that customers are satisfied with the issue resolution as well as the
resolution process itself
- Analyze problems and make recommendations as to root causes and corrective
actions
- Always maintain and train team on professionalism, tact, diplomacy, and
sensitivity to portray the company in a positive manner
- Proactively attend to customer complaints in a professional manner
- Ensure the CSR team address and resolve customer inquiries regarding the
status of orders and any payment, and refund errors in a timely manner
- Ensure the CSR team respond to customer service calls in a courteous and
professional manner
- Develop and build relationships with new accounts and develop additional
contacts within existing accounts
- **Job Requirements**_
- High school diploma, GED, or equivalent
- Three years of experience in managing LTL/FTL customer service.
- Ability to deal with people sensitively, tactfully, diplomatically, and professionally
at all times
- Ability to effectively communicate both verbally and in writing
- Ability to prioritize and manage conflicting demands
- Demonstrated leadership skills
- High flexibility with strong interpersonal skills that allow one to work effectively
in a diverse environment
- Ability to work individually as well as part of a team
- Ability to adapt to new technology
**Working Conditions**
- Occasional overtime
- Fast Paced
Pay: $45,000.00-$55,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- On-site parking
- Paid time off
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
**Experience**:
- LTL/FTL related: 3 years (required)
Work Location: In person
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