What are the responsibilities and job description for the Customer Service Supervisor position at IMC Companies LLC?
Position Overview: The Customer Service Representative (CSR) Supervisor guides a team in entering all customer orders and directs employees to accomplish established goals and metrics. This position also maintains a high level of customer service for both internal and external customers.
Essential Job Functions
- Execute and guide others in the established efficiencies to increase capacity
- Communicate status of customer problems clearly, and work with the appropriate employee to quickly identify and implement solutions
- Answer customer inquiries quickly, ensure seamless customer support and monitor all necessary communication channels
- Update important dates and times to include, ETA, ATA, schedules and confirmations of arrivals and empty return in a timely manner as defined by manager
- Ensure accurate information is in company-related software (SixWheel) to properly execute the delivery and pickup
- Train on the basic functions of SixWheel and basic customer communication
- Address performance gaps properly
- Validate employee work times in designated system (ADP, etc.)
- Ensure SOPs and metrics are implemented and executed
- Deliver the highest quality of customer service as expected in our vendor Service Level Agreements
- Conduct all business in a highly ethical manner, exhibiting behavior, practices, and standards that uphold IMC core values
- Perform other duties as assigned
Job Requirements
- Prior supervisory experience in transportation, maintenance, fleet operations, or related field
- Bachelor’s degree or equivalent years of experience in business or related field preferred
- Strong leadership capabilities
- Solid verbal, written, and collaborative communication skills
- Effective organization, time-management, and problem-solving skills
- Demonstrated ability to thrive in a fast-paced environment
- Great attention to detail
- Ability to multitask and perform daily tasks without supervision
Other Skills/Abilities
- Proficient with Microsoft Office Suite or related software
- Basic data entry skills
