Supervisor, SSC Customer Service

Job Summary
The Customer Service Supervisor is responsible for the direct supervision and functional support of the Customer Service Coordinator teams and for the overall service performance outcomes generated by the Shared Service Center's department functions.

Primary Objectives

• Coordination and effective planning, organization, and review of the work performed by Customer Services staff.
• Resolution of complex issues and service escalations related to Customer Service exceptions, discrepancies, and issues.
• Supervision, guidance, and development of team members in a continuous learning environment.
• Active support of the goals and objectives of the Shared Services Center, including implementation of best practices, and participation in service, continuous improvement, and quality initiatives.

Duties and Responsibilities

• Assign, delegate, and prioritize work and manage daily workflow based on volume, staffing resources, and service requirements.
• Coordinate the resolution of escalated issues, exceptions, and discrepancies with customers, business units, and vendors.
• Monitor, audit, and validate call quality and adherence to company policy and applicable regulations.
• Collaborate with business units, sales staff, and management teams as appropriate to address and plan for priority service issues.
• Establish and actively utilize process controls and audit practices to ensure that system entries are accurate.
• Conduct regular team review meetings to ensure good communication and understanding of expectations, service goals, process changes, and initiatives.
• Train, coach, and mentor staff. Evaluate proficiency and cross-training requirements. Create and execute training plans to ensure that each team member is fully functional and obtains required proficiencies.
• Develop, coordinate, and implement systems, policies, procedures, and productivity standards.
• Prepare and maintain reports as needed.
• Update schedules, logs, and tasks daily.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Associate degree in Business Administration or equivalent combination of college-level coursework and experience required

Work Experience

• 3+ years of progressively responsible experience in a related customer service role required
• 1+ year of experience in a leadership position required
• Experience in the domestic and/or international transportation and logistics industry preferred

Required Knowledge, Skills and Abilities

• Demonstrated knowledge of Customer Service standards and practices.
• Proven ability to work in a fast paced environment, prioritize projects and deliverables, and interact effectively with cross-functional teams.
• Ability to enter and review data with a high degree of accuracy.
• Ability to communicate clearly and effectively with excellent verbal, written, and listening skills.
• Demonstrated ability to maintain confidentiality with tact and discretion.
• Ability to understand, interpret, and apply policies, procedures, contracts and regulations.
• Excellent customer service skills with the ability to develop effective professional relationships.
• Excellent interpersonal relationship skills with demonstrated ability to lead and motivate others.
• Ability to identify problems, evaluate alternatives, and recommend solutions.
• Excellent quantitative and analytical thinking skills.
• Demonstrated proficiency with Microsoft Office products at the following levels: ? Word, Outlook: Basic level of skill ? Excel: Intermediate level of skill

Preferred Knowledge, Skills and Abilities

• Proficiency in use of operations management systems including reporting functionality and contact center/call center management systems preferred

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment

Travel
Occasional Must be able to travel independently to U.S.locations including Hawaii.

Screening Requirements
Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The salary range listed is based on the geographic zone associated with this role: Irving, TX. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.