Customer Service Supervisor - 1st Shift

GXO Logistics, Inc.; Hanahan (SC); On-site; USD 42,000 - 65,000; Full time

Job summary

GXO Logistics, Inc. is seeking a Customer Service Supervisor to oversee a group of Customer Care Specialists and ensure top-notch service delivery. You will coach staff, monitor performance, and manage escalation processes in a fast-paced contact center environment.

The role requires 2 years of relevant experience, proficiency in Microsoft Office, and the ability to work a flexible schedule including weekends. U.S. citizenship is required.

Qualifications

• 2 years of relevant work experience.
• Experience with Microsoft Office (Word, Excel and Outlook).
• Availability to work a flexible schedule including overtime and weekends.
• U.S. citizen status required.

Responsibilities

• Organize and supervise day-to-day operations of a contact center team to achieve KPIs.
• Monitor work quality to deliver exceptional customer service.
• Maintain daily/weekly statistics for direct reports.
• Serve as escalation point for complex transactions.
• Resolve complex customer issues and ensure timely follow-up.

Skills

Customer service

Team supervision

Microsoft Office

Flexibility

Education

Bachelor's degree in Logistics or related field

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Logistics at full potential.

At GXO, we're constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at work and the resources to build a career you can be proud of.

Logistics at full potential.

At GXO, we're constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at work and the resources to build an exciting career.

1st Shift, Monday - Friday, 7:00am - 4:00pm

At GXO Logistics, exceptional customer service is at the heart of our success. As the Customer Service Supervisor, you will be responsible for ensuring superior service delivery to customers by directly supervising the daily operational activities of a group of Customer Care Specialists. As a member of our team, you'll have the committed support to excel at your job and the resources to build an exciting career.

Pay, Benefits And More.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and more.

What you'll do on a typical day:

• Organize and supervise day-to-day operations and activities of a contact center team to achieve key performance goals
• Monitor work quality to consistently deliver exceptional customer service
• Maintain daily and weekly statistics for individual direct reports
• Serve as point of escalation for transactions requiring advanced expertise
• Resolve complex customer issues and ensure timely follow-up and customer satisfaction.
• Identify and research escalated problems and provide guidance to direct reports for resolution
• Supervise the team and provide training and coaching to improve performance

What you need to succeed at GXO:

• 2 years of relevant work experience
• Experience with Microsoft Office (Word, Excel and Outlook)
• Availability to work a flexible schedule as needed, including planned and unplanned overtime, which may include weekends
• To meet government and federal law program requirements which requires U.S. citizen status

It'd be great if you also have:

• Bachelor's degree in Logistics or a related field
• Exceptional customer service skills
• Solid interpersonal, team and communication skills with customer focus.
• Bilingual English/Spanish
• Experience in an AS9100 or ISO environment
• Warehousing or Third-Party Logistics (3PL) experience
• Demonstrated ability to support, follow and communicate company safety guidelines and programs

This job requires the ability to:

• Lift objects of various shapes, sizes and weights
• Stand, sit or walk for extended periods of time
• Reach (including above your head), bend, climb, push, pull, twist, squat and kneel
• Handle or manage tools or equipment
• Tolerate hot or cold warehouse environments

We engineer faster, smarter, leaner supply chains. GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team - energetic, innovative people of all experience levels and talents who make GXO a great place to work.

We are proud to be an Equal Opportunity employer including Disabled/Veterans.

GXO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with GXO policies which are in place to safeguard our employees and customers.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.