Supervisor, Customer Care

RXO, Inc.; Marietta (GA); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive pay

Health, dental and vision insurance

401(k) with company match

Life insurance, disability

Employee Assistance Program (EAP)

Paid time off

Tuition reimbursement program

Job summary

RXO, Inc. is hiring a Supervisor, Customer Care in Last Mile to lead a team delivering exceptional online customer service. You will oversee day-to-day operations, drive KPIs, and mentor a high-performance staff to resolve complex issues promptly.

The role requires a Bachelor’s degree and 3 years of supervisory call center experience in logistics, with advanced Excel skills. A strong communicator with judgment and strategic thinking will thrive in our fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent related work or military experience.
• 3 years’ experience in a supervisory call center role in the logistics or transportation industry.
• Experience with Microsoft Office (Outlook, Word and PowerPoint), and other business-related applications. Advanced experience with Excel including pivot tables and vlook-up.
• 4+ years’ experience in logistics is a plus.
• Excellent written and verbal communication skills.
• Ability to exercise appropriate judgment, especially with upward communication regarding department or employee concerns.

Responsibilities

• Organize and supervise day-to-day operations and activities of a customer care team in order to achieve key performance goals.
• Support the building and developing of an effective and high-performance team.
• Maintain daily and weekly statistics for individual direct reports
• Research department results
• Troubleshoots operational problems
• Complete team reports as required
• Identify and research escalated problems and provide guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction.

Skills

Supervisory leadership

Customer care

Call center experience

Education

Bachelor’s degree

Tools

Microsoft Office

Excel

Job description

Accelerate your career at RXO

RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we’re revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.

As a Supervisor, Customer Care in Last Mile at RXO, you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of Specialist, Customer Care. On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of.

What your day-to-day will look like:

• Organize and supervise day-to-day operations and activities of a customer care team in order to achieve key performance goals.

• Support the building and developing of an effective and high-performance team.

• Maintain daily and weekly statistics for individual direct reports

• Research department results

• Troubleshoots operational problems

• Complete team reports as required

• Identify and research escalated problems and provide guidance to direct reports for resolution

• Serve as point of escalation for transactions requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction.

What you’ll need to excel:

At a minimum, you’ll need:

• Bachelor’s degree or equivalent related work or military experience

• 3 years’ experience in a supervisory call center role in the logistics or transportation industry

• Experience with Microsoft Office (Outlook, Word and PowerPoint), and other business-related applications. Advanced experience with Excel including pivot tables and vlook-up.

It’d be great if you also have:

• 4+ years’ experience in logistics

• Excellent written and verbal communication skills

• Ability to exercise appropriate judgment, especially with upward communication regarding department or employee concerns

In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We’re a company where you can continually advance your career, no matter your background — the opportunities are endless and yours for the taking. If you’re driven and looking for a place to grow, come join us.

Massive Benefits

• Competitive pay

• Health, dental and vision insurance

• 401(k) with company match

• Life insurance, disability

• Employee Assistance Program (EAP)

• Paid time off

• Tuition reimbursement program

Our Culture

We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely, and build strong relationships. We welcome everyone regardless of background, identity or ability.

Why Join Us:

Our Benefits

• Comprehensive medical, dental, and vision plans

• 401(k) retirement plan with up to 5% company match

• Pre-tax accounts to help streamline eligible expenses

• Company-paid disability and life insurance

• Employee Assistance Program (EAP)

• Career and Leadership Development Programs

• Paid time off, company holidays, and volunteer days

The Next Step

We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 not an exhaustive list of all required responsibilities, duties, and skills for this job classification. Review RXO’s candidate privacy statement here and RXO’s Privacy Notice to California Job Applicants here.