Supervisor - LTL/FTL Customer Service

Supervisor - 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

Job Type: Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off

Experience:

• LTL/FTL related: 3 years (required)

Language:

• Fluent English - Great Communication Skills (required)

Work Location: In person