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DSV - Global Transport and Logistics · 1 day ago

Customer Service Supervisor

Pflugerville, TX

Full-time

Onsite

New Grad, Entry, Mid Level

0+ years exp

DSV - Global Transport and Logistics is the world's 3rd largest supplier of global solutions within transport and logistics. The Customer Service Supervisor is responsible for coordinating activities of service agents providing customer support services, supervising and developing a world-class customer service team, and ensuring customer satisfaction through effective management of service operations.

Freight ServiceInsuranceLogisticsSupply Chain ManagementTransportationWarehousing

Responsibilities

Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world-class customer service team

Answer questions about services

Key information into computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints

Handle customer complaints, adhere to client protocol and SOP’s. Audit, research, report, and resolve customer service issues

Assist with maintaining database regarding call volumes and staffing. Suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data

Monitor productivity of agents and generates reports

Monitor ACD data to monitor the length of time customers remain on hold. Assist with corrective action to reduce hold time and increase customer satisfaction

Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Check departments work accuracy for errors. Provide performance feedback and coaching to employees and supervisors

Determine work procedures, prepares work schedules, and expedites workflow

Study and standardize procedures to improve department efficiency

Ensure a safe working environment through consistent practice of safety programs and procedures

Select and place staff, ensure staff receives training for job activities, and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organizational objectives