Summary

JOB SUMMARY Directly supervises employees engaged in providing customer support activity, specifically providing rate quotations, booking cargo, answering general inquiries, and resolving service issues. PRINCIPAL DUTIES AND RESPONSIBILITIESDirectly supervises employees in the tasks of providing rate quotes, creating bookings and providing general information to customers.Creates schedules aimed at maximizing available customer contact time and ensuring a high service level.  Shifts available resources to meet required demands.  Communicates work schedules to employees, and makes modifications as required.Coaches and trains employees in the tasks of their job, including taking general calls, taking bookings, providing quotes and resolving service issues.  Provides feedback to employees and indicates methods for improvement.  Holds employees accountable for making suggested changes to improve performance.  Where performance deficiency  or behavioral work habits are identified as being detrimental to the company, works with HR to produce proper plan to remediate the employee and/or apply progressive discipline.Conducts performance reviews.  Provides feedback secured through call observes and from customers.  Review individual productivity versus standard and makes evaluation of the performance of the individual based against accepted standards of performance.  Prepares reports and generates departmental metrics as required.When positions are vacated, works with HR in hiring the best available talent.  Ensures that employees with the right behavioral background are selected to represent the company with customers.Fills in on queue calls as required to ensure call overflow is kept to a minimum and calls maintain a 98% answer rate.Solicits ideas for improvement from employees relative to systems changes or enhancements or process changes or enhancements.  Discusses suggestions with employee, and if suggestion has merit, forwards ideas to appropriate entity and follows up to ensure positive action takes place.Handles more complex service issues as referred by employees.  Reviews work allocation to ensure work is properly distributed, and that all employees share in an equal distribution of the workload.Follows up with customers who have experienced service issues or failures to ascertain that the customer’s needs have been satisfied.  Offers alternatives if customer is still not satisfied in an attempt to improve customer satisfaction.Reviews service issues to identify trends either by customer, vendor, service type, etc. to try to alleviate the problem.Makes personal customer visits with sales people to identify and rectify any issues that a specific customer may be having.Sets up new customers to ensure that we have documented customer preferences to the level that we will be able to translate those preferences into booking instructions and documentation instructions.Performs all other related duties as requested. EDUCATION: Bachelor's Degree in Business Management or in a related fieldEXPERIENCE: Three years experience in the delivery of customer service with at least 6 months in export documentation.LICENSE: Valid Local Driver's LicenseTRAVEL: NonePHYSICAL: Office Environment - Manual dexterity to perform repetitive motion tasks on computer.  Ability to bend or stoop to retrieve lower shelf files.  Ability to reach overhead to retrieve upper shelf files.  Ability to sit 1/3 - 2/3 of day.  Ability to work on feet for 1/3 - 2/3 day.LANGUAGE: English

Description

JOB SUMMARY 
Directly supervises employees engaged in providing customer support activity, specifically providing rate quotations, booking cargo, answering general inquiries, and resolving service issues.
 

PRINCIPAL DUTIES AND RESPONSIBILITIES
Directly supervises employees in the tasks of providing rate quotes, creating bookings and providing general information to customers.
Creates schedules aimed at maximizing available customer contact time and ensuring a high service level.  Shifts available resources to meet required demands.  Communicates work schedules to employees, and makes modifications as required.
Coaches and trains employees in the tasks of their job, including taking general calls, taking bookings, providing quotes and resolving service issues.  Provides feedback to employees and indicates methods for improvement.  Holds employees accountable for making suggested changes to improve performance.  Where performance deficiency  or behavioral work habits are identified as being detrimental to the company, works with HR to produce proper plan to remediate the employee and/or apply progressive discipline.
Conducts performance reviews.  Provides feedback secured through call observes and from customers.  Review individual productivity versus standard and makes evaluation of the performance of the individual based against accepted standards of performance.  
Prepares reports and generates departmental metrics as required.
When positions are vacated, works with HR in hiring the best available talent.  Ensures that employees with the right behavioral background are selected to represent the company with customers.
Fills in on queue calls as required to ensure call overflow is kept to a minimum and calls maintain a 98% answer rate.
Solicits ideas for improvement from employees relative to systems changes or enhancements or process changes or enhancements.  Discusses suggestions with employee, and if suggestion has merit, forwards ideas to appropriate entity and follows up to ensure positive action takes place.
Handles more complex service issues as referred by employees.  
Reviews work allocation to ensure work is properly distributed, and that all employees share in an equal distribution of the workload.
Follows up with customers who have experienced service issues or failures to ascertain that the customer’s needs have been satisfied.  Offers alternatives if customer is still not satisfied in an attempt to improve customer satisfaction.
Reviews service issues to identify trends either by customer, vendor, service type, etc. to try to alleviate the problem.
Makes personal customer visits with sales people to identify and rectify any issues that a specific customer may be having.
Sets up new customers to ensure that we have documented customer preferences to the level that we will be able to translate those preferences into booking instructions and documentation instructions.
Performs all other related duties as requested.
 

EDUCATION: Bachelor’s Degree in Business Management or in a related field
EXPERIENCE: Three years experience in the delivery of customer service with at least 6 months in export documentation.
LICENSE: Valid Local Driver’s License
TRAVEL: None
PHYSICAL: Office Environment – Manual dexterity to perform repetitive motion tasks on computer.  Ability to bend or stoop to retrieve lower shelf files.  Ability to reach overhead to retrieve upper shelf files.  Ability to sit 1/3 – 2/3 of day.  Ability to work on feet for 1/3 – 2/3 day.
LANGUAGE: English
 

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