Customer Service Supervisor

**What you will be doing**:
**POSITION **SUMMARY**:
The role of Customer Service Supervisor is to monitor & supervise the daily overall smooth operation, activities & co-ordination of the CS Department in line with the strategy, SOPs, Work Instructions & policies. The CS Supervisor will focus on continuously improving & maintaining customer service excellence thereby ensuring the best possible customer experience. This role will require supportive activities to different job functions as well as extensive leadership skills.

**Principal Duties & Responsibilities**:
Responsibility for the daily running of the CS team i.e. to ensure that personnel are working to their full potential, that work is evenly distributed among staff, to ensure the systems are being utilized correctly and to the maximum, to ensure that calls and customers are being dealt with appropriately.

To ensure that all customers receive the highest level of customer service and departmental standards remain high.

Observe and evaluate the team’s performance and offer assistance/ support to All CS staff.

Provide leadership to the team and act as a mentor to the team members to ensure all team members are supported.

Ensure all members of staff are up to date and fully trained on all new guidelines/SOP’s and technological changes.

Conduct regular CS meetings, in the absence of the CS Manager to discuss the general running of the department.

Identify areas where change may be required and implement the change if appropriate

Support & implement where necessary recruitment and training/coaching of new Personnel to the department

Ensure that regular individual feedback & communication is carried out to evaluate performance of all Team members.

Foster and drive change within the customer service department.

Provide regular feedback to the CS Manager in order to ensure continued staff development & team improvement

Ensure that the Customer Service staff is trained within the following systems in order to execute their tasks in a compliant and cost-effective way:

- Transport Management System (TMS).
- JetStream.
- Coldstream Select.
- OMNI - BSNG.
- CTMStar.
- OpStar.
- OptiView.
- GQE
- Any new and upcoming programs / systems.

**Quality and support functions**

Ensure that the Customer Service Key Indicators are meeting the organizations expectations.

Support the Customer Service Manager by preparing and analyzing the Key Performance Indicators. Share the KPI results with the local Customer Service team when applicable.

Support the Customer Service Manager and Local Transport QA by creating corrective and preventative action reports (CAPA Reports). Be the responsible person for re-trainings and implementation of corrective actions. Also provide support by effectively implementing new QA procedures, Working Instructions, guidelines, documents and SOP’s.

Support the Customer Service Manager in the annual budgeting process.

Support the Sales department whenever required, Consulting to optimize the requested logistics solution and create the most attractive quotations in order to win the business.

Support the Operations team in the analyzation process of Temperature Deviations and further duties.

Support the Special Projects Manager in the execution of current or upcoming projects, whenever required.

**Leadership Responsibilities**

Effective delegation of tasks to direct reports including the necessary follow-up work.

Identify and foster strength of your direct reports in order to support their personal growth.

Drive engagement of the Customer Service department and beyond by demonstrating approachability and proactively offer support whenever required.

Support the organization in fostering and maintaining a high performing culture through the following main contributing factors:

- Building trust throughout the organization by effective and transparent communication and acting as well as equal treatment.
- Respectful daily cross functional collaboration throughout the organization.
- Learning/teaching and performance improvement on a daily basis.

Handling staff disputes in a peaceful, respectful as well as objective and fair way.

Whenever necessary, initiating staff warnings/disciplinary process in a fully transparent and compliant way.

Prepare performance development reviews for Team members.

**Administrative tasks**

Check and approve invoices as per Delegation of Authority.

Authorize leave for Customer Service staff.

Complete monitoring and allocation of charges including cost control in Customer Service.

Creation of Shift Rosters for the Customer Service Team.

Ensuring full training compliance within the Degreed learning platform for the Customer Service team.

**Strategical Tasks**

Support and Drive the general organization strategy and ensure the department understands and supports the same.

Identify Talents within the team and ensure that all team members continue to develop and diversify within the business.