Customer Service Supervisor

Seko Worldwide LLC; United States; On-site; USD 77,000 - 109,000; Full time

Benefits offered by this job

Health and Welfare Benefits

401k

Paid Holidays

Paid Time Off

Wellbeing Program

Job summary

SEKO Worldwide is seeking a Customer Service Supervisor to lead the US-based customer service team and ensure service levels meet client expectations.

The role involves strategizing daily activities, developing procedures, and guiding staff to achieve and exceed company goals in logistics, transportation, and warehousing operations.

Qualifications

• BS degree in Business Administration or equivalent work experience.
• Minimum of two years of supervisory experience.
• Logistics, transportation, warehousing, or distribution experience preferred.

Responsibilities

• Supervise and develop the customer service team to exceed client expectations.
• Strategize and monitor daily customer service operations.
• Ensure records, reports, and SOPs are accurate and compliant.
• Develop procedures and standards for service delivery.
• Collaborate with management to meet company goals and budgets.

Skills

Customer service leadership

Communication skills

People skills

English fluency

Negotiation

Organizational skills

Problem-solving

Attention to detail

Team collaboration

Education

BS in Business Administration or related

Two years supervisory experience

Logistics/warehouse experience preferred

Tools

Microsoft Office

Job description

Job Description: About SEKO SEKO started out in business in 1976, operating out of a single Chicago office. Since then, we have built a solid reputation throughout the world as an innovative and flexible provider of first-class logistics services. We provide complete Supply Chain Solutions, specializing in transportation, logistics, forwarding and warehousing. We also lead the industry with innovative and customizable IT solutions, which provide a seamless flow of information and give our growing customer base true supply chain visibility. With over 120 offices in 40 countries worldwide, our unique shareholder management model enables you to benefit from Global implementation experience and expertise across all industry sectors, coupled with vital in-country knowledge and service at the local level.

Key Accountabilities

• Supervising and developing the customer service team, focused on exceeding client expectations, and driving ownership and accountability amongst team members.
• Strategize and monitor the daily activities of customer service operations.
• Assist customer service staff with duties where required.
• Ensure that all aspects of the customer service department are set up to exceed company goals and preparing plans to address areas that are under performing.
• Develop service procedures, policies, and standards.
• Take ownership of customers issues and follow all customer SOP's.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Establish work schedules and procedures and coordinate activities of the team to ensure optimal shift/team logistics.
• Carry out performance evaluations of the team members.
• Comply with SEKO’s C-TPAT Security Profile.
• Participate in the development of a safe and healthy workplace.
• Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures.
• Co-operate with management in its fulfilment of its legislative obligations.
• Other duties as assigned by management.

Requirements

• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Ability to add, subtract, multiply and divide using units of U.S. or international currency, weight, volume, and distance measurements.
• Problem-solving skills.
• Skilled in negotiation.
• Capable of communicating and interacting effectively with multi-functional and diverse backgrounds and ability to effectively present information and respond to questions from management and customers.
• Organizational skills and the ability to prioritize demanding environments with tight deadlines.
• Ability to work well in a team environment and manage through conflict with a positive, flexible attitude.
• Must be flexible, able to balance multiple tasks and changing priorities, and possess exceptional interpersonal skills.
• Ability to display a strong sense of urgency and good judgment.
• Must be able to read, write and speak English fluently.

Education & Experience

• Minimum BS degree in Business Administration or equivalent work experience.
• Minimum of two years of related work experience in a supervisory capacity.
• Preferred 4 years of customer service experience in logistics, transportation, warehousing, or distribution experience preferred.

Specialist Certifications

None

Compensation & Benefits

Compensation The base salary compensation range being offered for this role is $76,500 - $109,350 USD per year. This role is also eligible for an annual incentive bonus.

Benefits

• Health and Welfare Benefits: Medical (including prescription coverage)
• Dental
• Vision
• Health Savings Account
• Commuter Account (IL only)
• Flexible Spendings Account
• Health Care and Dependent Care Flexible Spending Accounts
• Group Accident
• Group Accident
• Critical Illness and hospital indemnity program
• Life Insurance
• AD&D
• Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays
• Annual Paid Time Off (includes paid state/local paid leave where required)
• Short-Term Disability
• Long-Term Disability
• Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
• Retirement Benefits: Contributory Savings Plan (401k)

Equal Opportunity and Diversity

SEKO Logistics is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Culture

SEKO is a client centric company, so it's essential that all of our employees have a customer service ethic which drives everything they do, on top of their individual skill sets. To ensure we retain our position at the forefront of this exciting and rapidly developing industry, we want to find new people to work with us, who understand our five Core Values and want to share in the future success of the business.

SEKO'S CORE VALUES Respect - for ourselves, all others, and our community Client Focus - we are in business to serve our internal and external clients, and to satisfy their needs Integrity - no compromise, hold self accountable for actions Teamwork - we need to really work together Fun - work hard, play hard

We have many positions available around the world - including Business Development Executives, Systems Administrators, Operations Coordinators and many others.