Customer Service Supervisor

TOTE Maritime Alaska, the leader in safe and reliable service to Alaska, is seeking a Customer Service Supervisor to join the team at our Anchorage, AK office.

In this position you will:

be responsible for the supervision of the Alaska Customer Service Department as well as providing back up management support to other departments in the group.

Main Duties and Responsibilities Include:

• Directly supervises non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.        Responsibilities include interviewing, hiring, and training employee; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Daily supervision of the department, including troubleshooting, problem solving issues of customer deliveries & bookings.
• Responsible for setting up and maintaining controls that ensure the department is operating effectively and efficiently.  This includes verifying processes are followed, the output is accurate, and performed timely.
• Makes key day to day decisions. Able to perform key departmental duties in the manager’s absence.
• Coordinates day to day scheduling of available resources.
• Supervision of the southbound bookings and vessel reconciliation.  
• Supervision of accurate and timely billing.  
• Working knowledge of Web Portal and provide demonstrations and assistance to customers as needed. 
• Assist in training of job functions of department.
• Communicate with other departments to meet customer expectations.
• Provide back up management support to other departments in the group.
• Back up to manager as liaison for labor relations.
• Contributes input to systems and process improvements.
• Special projects as assigned.
• Other duties as assigned.

The ideal candidate will have:

Qualifications (Education, Experience and Certifications):

• Associate’s Degree required (this requirement may be waived with at least three years comparable customer service experience in the transportation industry).
• Five years customer service experience, preferably in the transportation industry.

 Knowledge, Skills and Abilities:

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Good organizational skills.
• Must be a team player.
• Ability to multi-task and prioritize.
• Ability to work under pressure with a high level of accuracy.
• Computer literate, with the ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel).

Why TOTE?

The TOTE Group are industry leaders in full ship services and technical solutions with maritime operations and terminal services. Our purpose is to deliver reliable and outstanding service to our customers and to the communities we serve. 

TOTE Group is committed to being reliable, resourceful, and adaptable in all that we do. TOTE Group knows excellent companies are built by great people who embody our company’s values and vision.

Explore the possibilities with TOTE Group

As part of the team, full-time employees will receive a comprehensive benefits package, which includes health, dental, vision, life insurance, short term disability, long term disability, employee assistance program, 401(k) with company match and discretionary funding, tuition reimbursement, supplemental parental leave, jury duty, and bereavement leave. Full-time employees will receive a minimum of 10 days’ vacation, 10 days sick, 10 days paid holidays and one floating holiday every 12 months. In addition, we offer an annual discretionary bonus (based on eligibility).

TOTE Maritime Alaska is an Equal Opportunity Employer – Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce and taking affirmative action to employ and advance in employment qualified women, underrepresented groups, individuals with disabilities, and protected veterans. 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. TOTE Maritime Alaska is a drug-free employer and a participant of the E-Verify Employment Verification Program.

Equal Opportunity Employer M/F/Veteran/Disability

Drug Free Workplace