Customer Service Supervisor - Italy

ZIM Integrated Shipping Services; Genova; In loco; EUR 30.000 - 60.000; Tempo pieno

Descrizione del lavoro

An established industry player in the shipping sector is seeking a Customer Service Supervisor to lead their dedicated team. This role involves overseeing daily operations, managing customer inquiries, and ensuring high levels of satisfaction. The successful candidate will mentor team members, improve processes, and collaborate with various departments to enhance customer experience. With a focus on problem-solving and effective communication, this position offers the opportunity to make a significant impact in a fast-paced environment while supporting the shipping department's broader goals.

Competenze

• 2-3 years of supervisory experience in customer service, preferably in shipping.
• Strong leadership and team management skills are essential.

Mansioni

• Supervise customer service team to ensure exceptional service delivery.
• Resolve escalated customer complaints and monitor team performance.

Conoscenze

Customer Service Management

Bilingual Communication (Italian, English)

Problem-Solving

Team Leadership

Knowledge of Shipping Processes

Formazione

High School Diploma

Bachelor's Degree in Business or Related Field

Strumenti

MS Office

CRM Systems

Descrizione del lavoro

Job Title: Customer Service Supervisor

Location: Genoa, Italy

Job Type: Full-time

Overview: We are seeking a dedicated and experienced Customer Service Supervisor to lead our customer service team within the shipping industry. The successful candidate will be responsible for overseeing daily operations, managing customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. You will also be instrumental in mentoring team members, improving processes, and supporting the broader goals of the shipping department.

Key Responsibilities:

• Supervise and lead a team of customer service representatives, ensuring exceptional service delivery to customers.
• Address customer inquiries regarding shipping schedules, tracking, customs, billing, and other related issues.
• Resolve escalated customer complaints and ensure timely and efficient solutions are provided.
• Monitor and evaluate team performance, providing feedback, coaching, and training as needed.
• Maintain up-to-date knowledge of company services, shipping regulations, and industry standards to provide accurate information to customers.
• Ensure compliance with shipping policies, regulations, and internal procedures.
• Collaborate with other departments (logistics, operations, and sales) to ensure seamless customer experience and resolve any shipping-related issues.
• Prepare and analyze customer service metrics and reports, identifying trends and implementing improvements.
• Develop and implement strategies for enhancing customer satisfaction and efficiency within the team.
• Manage customer expectations and resolve any shipping or delivery-related issues promptly.
  
  

Requirements:

Requirements:

• Proven experience in customer service, with at least 2-3 years in a supervisory role, preferably within the shipping or logistics industry.
• Strong leadership and team management skills, with the ability to motivate and guide team members.
• Excellent communication skills, both written and verbal, in Italian and English (bilingual skills are a must).
• Problem-solving skills with a customer-centric approach to resolving issues.
• Knowledge of shipping processes, logistics systems, and international shipping regulations is a plus.
• Proficiency in MS Office and experience with customer service software or CRM systems.
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• High attention to detail and organizational skills.
  
  

Preferred Qualifications:

• Experience in the shipping, logistics, or transportation industry.