Lead CS Supervisor - Dispatch & Delivery Ops (Onsite)

Employee Relations Associates, Inc.; Suffolk (VA); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Short-term disability

401(k)

Holiday pay

Job summary

Employee Relations Associates, Inc. in Suffolk, VA (onsite) is seeking a Lead Customer Service Representative to oversee daily customer service operations and support a team of specialists.

The role emphasizes dispatch, routing, route monitoring, and delivery operations experience to lead a team while ensuring excellent customer service. The successful candidate will have strong leadership, time management, problem-solving, and escalation skills, serving as an escalation point for complex

Qualifications

• 4+ years of customer service experience, including troubleshooting and handling complex transactions.
• 1+ year of team lead or supervisory experience.
• 1+ year of dispatch experience, including routing, route monitoring, or working with delivery teams.
• Strong customer service and problem-solving skills.
• Excellent time management and organizational abilities.
• Ability to multitask and work effectively in a fast-paced environment.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Ability to work independently and make sound decisions when handling escalated issues.

Responsibilities

• Organize and supervise the day-to-day activities of a customer service team.
• Lead, coach, and support team members to achieve performance and service goals.
• Maintain daily and weekly performance statistics for direct reports.
• Analyze team and department results and identify opportunities for improvement.
• Troubleshoot operational and customer service issues.
• Monitor and support dispatch, routing, and delivery-related activities.
• Serve as an escalation point for complex customer issues and transactions.
• Provide guidance to team members on issue resolution and appropriate follow-up.
• Ensure timely resolution of customer concerns and maintain customer satisfaction.
• Complete required team and operational reports.
• Support the development of a high-performing customer service team.
• Promote operational efficiency while maintaining quality customer interactions.

Skills

Customer service experience

Team leadership

Dispatch experience

Time management

Problem-solving

Multitasking

Microsoft Word

Microsoft Excel

Microsoft Outlook

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Employee Relations Associates, Inc. in Suffolk, VA (onsite) is seeking a Lead Customer Service Representative to oversee daily customer service operations and support a team of specialists.

The role emphasizes dispatch, routing, route monitoring, and delivery operations experience to lead a team while ensuring excellent customer service. The successful candidate will have strong leadership, time management, problem-solving, and escalation skills, serving as an escalation point for complex