Customer Service Supervisor - Customs Goods LLC

Summary/Objective:
This individual is responsible for coaching and developing the customer service team for continuous improvement in their overall performance. Directly manages a limited number of key accounts. Accountable for adhering to and promoting company core values by performing duties in a manner consistent with being a team leader and driving customer service principles while supporting the company's continued growth.

Essential Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responsible for supporting the operation, including, but not limited to the following activities:

• Participates in hiring entry-level customer service employees.
• Trains new employees in the company's customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy
• Lead CSR team to ensure orders are received into the Trinium system, check on port availability, identify & alert the team if there are any issues, process orders and ensure information is relayed to the customers via the system
• Train, lead, and mentor a team of CSRs.
• Set priorities for the team to ensure task completion and performance goals are met.
• Develop written protocols and processes (SOPs) for the team to follow.
• Make sure the profiles are set Correctly with regards to free time both at the port and out.
• Process orders, modifications, and information flow.
• Manage incoming emails
• Answer customer questions (typically via the CSR team).
• Work with Ocean Terminals to ensure container problems are addressed, and that information is recorded correctly in the system.
• Provide documentation as needed for accounting to properly process or dispute charges
• Provides motivational and developmental leadership to the customer service team on a daily basis to enhance overall performance.
• Drives and facilitates the order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers.
• Maximize efficiency through the roll-out of system-driven solutions to minimize the opportunity for manual mistakes – Push for uploads and EDI setups.
• Monitors and analyzes quote efficiency and conversion and adherence to margin guidelines.
• Communicates and ensures that standard operating procedures and established company guidelines are being followed consistently within the customer service function.
• Serves as an interdepartmental liaison between customer service, warehouse, delivery, sales, and Senior Management in order to resolve customer-related issues while enhancing organizational efficiency.
• Drives and monitors service standards and continuously pursues improved customer satisfaction.
• Develops, refines, and implements Customer Service procedures and policies to ensure adherence to company guidelines.
• Monitor unfinished transactions and manage transaction status to ensure the system reflects promptly.
• Performing additional duties where needed.

Work Environment:

• While performing the duties of this job, the employee will work in the office for most of the day, occasionally walking to the warehouse/ Yard environment. The employee is occasionally exposed to fumes or airborne particles. The employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level is usually low in the office and moderate outside of the office.

Physical Demands:

• Prolonged periods were sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.
• Occasional bending, reaching overhead.

Core Behaviors:

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

Required Education and Experience

• High school diploma or GED and over two years' related experience.
• Experience in a transportation/logistics environment is required
• Must have experience with LA/LB ports
• Knowledge of Transportation Management Systems (TMS), preferably Trinium.
• Knowledge of Microsoft Office/Outlook/ Excel.
• Have excellent oral and written communication skills
• Excellent data entry skills. Ability to pay close attention to detail for typing, filing, sorting, and proofing.
• Must be able to be professional at all times and flexible with changing situations.
• Must be able to communicate effectively orally and in writing

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