PRINCIPLE DUTIES AND RESPONSIBILITIES:
Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services
- Preparing multiple reports using Microsoft Office for Customers or Sales as requested.
- Support to Sales Managers/Director in different task as assigned
- Recruits and maintains team members that fits the culture of the current team and business needs while striving to be the best client support in the industry. For employment that will blend with
Utilize time management skills to accomplish the multiple demands due to the unforeseen nature of client requirements
- Track and manage employee attendance and vacations
- Manage the activity, training and development of the Customer Service and the Transportation Specialist.
- Staff Meetings and other conference calls as needed.
- Conduct Team meetings for training purposes and updates.
- Jumping in on issues at hand to solve any problem that involves Customer Service.
- Prepare margins report for increases when an increase is received from a transporter.
- Ensures that the Customer Service follows required SOPs for the department
- Maintain compliance with all applicable regulations.
- Other duties as assigned by manager.
REQUIRED SKILLS/ABILITIES:
Excellent management and supervisory skills.
Must be able to multi task.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software.
