Customer Support Supervisor

Dayton Freight Lines; Dayton (OH); On-site; USD 55,000 - 82,000; Full time

Benefits offered by this job

Competitive weekly pay

Health, Dental, Vision, AD&D

Paid holidays (8)

401(k) plan with Company Match

Professional, people-centered work env

Job summary

Dayton Freight Lines in Dayton, OH is seeking a Customer Support Supervisor to supervise and coordinate the Customer Support Representatives and Receptionists, ensuring efficient service and adherence to company policies.

You will manage scheduling, multi-channel communications, and initiatives to improve productivity while coaching staff and escalating external issues as needed. Strong knowledge of the transportation industry and leadership are essential.

Qualifications

• 2 years of experience in customer relations, preferably in the transportation industry.
• Supervisory experience preferred.
• Bachelor’s Degree preferred.
• Good verbal and written communication skills.
• Legally eligible to work in the United States.

Responsibilities

• Manage workload and performance of Customer Support Representatives and Receptionist(s).
• Oversee 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).
• 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 efficiently.
• Collaborate with Dedicate Care Supervisor to maximize efficiency in Customer Relations.
• Manage and maintain department initiatives and audit.
• Point of escalation for external customer complaints.
• Provide ongoing leadership and training to internal employees.
• Work with IT to manage ISI Phone Reporting System and Cisco Finesse.
• Provide necessary training and ongoing support to Service Center Managers.
• Provide custom report and web support as needed.
• Coach, cross-train, and develop employees through meetings and feedback.
• Build and maintain relationships with external and internal customers.
• Investigate areas of customer and employee improvement.
• Continually improve processes to maximize productivity.
• Support Director of Customer Relations and Customer Manager as needed.

Skills

Customer relations

Leadership

Communication

Problem solving

Knowledge of LTL/Transportation

Education

Bachelor’s Degree preferred

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 Dedicate Care Supervisor to ensure maximum efficiency with in 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