What are the responsibilities and job description for the PREFERRED CUSTOMER EXPERIENCE SUPERVISOR position at GLS US GROUP?
Job Description
Job Description
Description :
General Logistics Systems (GLS) is an established provider of time-critical package shipping solutions that has been operating in more than 40 countries across Europe for over 30 years, generating annual revenue totaling well above $4 billion.
We've taken our unique but proven business model stateside, where we intend to shake up the market with a truly combined express parcel and dedicated offering that's faster and more flexible than our competitors'.
We passionately believe that our success depends on our customers' success, which informs the 'why' and 'how' of everything we do. At this pivotal stage in our growth journey, we are looking for like-minded individuals to help us build a new kind of logistics company...one that makes customers' lives easier and plays an active role in their achievements.
Does this sound like you? If so, please apply to join GLS-US and keep an eye out for future openings as we expand!
Requirements :
ESSENTIAL JOB FUNCTIONS :
The Preferred Customer Experience (PCX) Supervisor will take leadership of the Preferred Customer Experience team. Aiming for excellence, the PCX Supervisor will in provide a productive and motivating work environment and a high level of customer experience satisfaction. This role interfaces with upper management to reimplement objectives aligning with GLS Core Values.
DUTIES & RESPONSIBILITIES :
- Perform quality assurance monitoring for customer interactions that take place on GLS’s different methods of communication, included inbound calls, outbound calls, chat, and email.
- Identify areas requiring room for improvement, summarize findings, and present ideas
- Create and track accurate timely quality-monitoring reports
- Achieve measurable improvement on the GLS Customer Experience through on-going coaching and feedback
- Recommend procedure changes based on quality monitoring observations
- Update relevant departments providing any changes required for all manuals, tools, and other written resources
- Special projects assigned as necessary, including analysis of business trends through qualitative call reviews
- Develop, enact, and lead employee training sessions
- Assess and improve training materials
- Plan, edit, and write content for a variety of internal communication mediums, such as staff intranet (Salesforce) and weekly reminder bulletins
- Respond to feedback from staff and adjust communications content accordingly
- Be a part of new account onboarding process, to include proactively monitoring service for a designated period of time
- Lead team to proactively monitor accounts labeled as ‘High Risk’
- Improve customer retention and help foster positive customer relationships that create a loyal customer base
- Act as an advocate on behalf of customer to resolve ongoing operational issues
EDUCATION and / or EXPERIENCE :
High School diploma or general education degree (GED)or one to three months related experience and / or training or equivalent combination of education and experience.
QUALIFICATIONS :
To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. An individual must also be willing to follow instructions and accept supervision, maintain a positive attitude towards their work and cooperate with co-workers and supervisors. The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SKILLS & ABILITIES :
WORKING ENVIRONMENT :
Characteristics are relatively stable. The noise level is usually moderate. You will be in a work environment that generally provides their own workstation or cubical space. Each are equipped with a telephone, headset and computer. Listed below are applicable special environment conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
DISCLAIMER STATEMENT :
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification. The Company reserves the right to add or make changes at any time. This is not intended to change the at will relationship.
EEO STATEMENT :
GLS strives to thrive in a diverse workplace and maintains an inclusive work environment free from discrimination, one where employees are treated with dignity and respect. All employees share the same responsibility of working within the GLS Core Values. So, we take it personally. GLS does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
