Customer Service Supervisor

Dayton Freight Lines, Inc.; Dayton (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive weekly pay

401(k) plan, Company Match

Comprehensive benefits package: Health, Dental, Vision, AD&D, etc.

Paid holidays and vacation days

Job summary

Dayton Freight Lines, Inc. is looking for a Customer Support Supervisor to lead customer support representatives in Dayton, Ohio. This role involves managing workflows, enhancing communication practices and providing professional guidance to ensure customer satisfaction.

Preferred candidates will have supervisory skills and experience in customer relations, specifically within the transportation industry. The position offers a competitive pay and a comprehensive benefits package, including health and retirement plans.

Qualifications

• Minimum 2 years of experience with customer relations, preferably in the transportation industry.
• Knowledge of the LTL/Transportation Industry is essential.
• Supervisory experience is preferred.

Responsibilities

• Supervise Customer Support Representatives and manage payroll and schedules.
• Ensure compliance with customer requirements and procedures.
• Handle escalated customer complaints and provide leadership training.

Skills

Customer relations experience

Supervisory skills

Verbal communication

Written communication

Interpersonal skills

Education

Bachelor's Degree

Job description

Overview

The Customer Support Supervisor is intended to supervise and coordinate the Customer Support Representative employees engaged in the service activities necessary to achieve maximum performance by maintaining customer compliance in accordance with Company policy and procedures.

Responsibilities

• Manage workload and performance of Customer Support Representatives and Receptionist(s)
• Manage IQ Group payroll, attendance, paid time off, and schedules
• Manage Guaranteed Service Program and expedited initiatives
• Manage all forms of Corporate Customer Service communication (Phone, Email, Web Chat, and Jabber) to ensure optimal response time and efficiency
• Monitor staffing levels based on phone/email/web chat reporting and admin requirements
• Maintain, create, and implement new and existing account requirements and procedures to ensure all daily, weekly and monthly customer requirements are met
• Work with CAM to ensure all customers are being handled in an efficient manner and that we are working in unison to reduce workload replications
• Collaborate with Dedicated Care Supervisor to ensure maximum efficiency within the Customer Relations Department
• Manage and maintain department initiatives and audit
• Point of escalation for any external customer complaint
• Provide ongoing leadership and professional guidance through training and educational resources to internal employees consistent with company objectives, daily admin requirements, Customer Service expectations, and desired culture
• Work with IT to manage the ISI Phone Reporting System and CISCO Finesse System
• Work with IT to manage the receptionist console, technology, reporting, and backup
• Provide necessary training and ongoing support to the Service Center Managers, Assistance Service Center Managers, and Office Managers concerning the ISI Phone Reporting System
• Provide custom report and web support as needed
• Coach, cross train, and develop employees through various types of meetings, employee feedback, employee recognition and discipline when necessary
• Build and maintain relationships with external and internal customers
• Investigate areas of customer and employee improvement
• Continually improve processes and procedures to maximize productivity
• Support Director of Customer Relations and Customer Manager as needed and directed

Qualifications

• Knowledge of the LTL/Transportation Industry
• 2 years of experience with customer relations, preferably in the transportation industry
• Supervisory experience preferred
• Bachelor’s Degree preferred
• Good verbal and written communication skills
• Strong interpersonal skills
• Legally eligible to work in the United States

Benefits

• Stable and growing organization
• Competitive weekly pay
• Professional, positive and people-centered work environment
• Fast-paced work environment
• Comprehensive benefits package: Health, Dental, Vision, AD&D, etc.
• Paid holidays (8); paid vacation and personal days
• 401(k) plan, Company Match

Physical Demands

Shift Available: 8:30 AM - 5:30 PM | Monday - Friday