Title: Customer Service Supervisor -Japanese bilingual-
Department: Inside Sales
Industry: Logistics
Location: Elk Grove Village, IL
Salary: $75,000 - $85,000
POSITION SUMMARY
The Customer Service Supervisor is responsible for supervising Customer Service activities for a variety of clients and overseas customer service staff on operational issues.
JOB RESPONSIBILITIES
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Provides leadership and direction to team members on specific customer accounts.
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Communicate effectively with staff, management and other internal/external customers to resolve operational issues effectively.
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Monitors communication with assigned customers, responds promptly to customer requirements.
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Supervise customer service staff with regard to prioritizing work, determining schedules, assigning daily tasks, and adjusting work procedures to meet changing demands
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Advise management of any issues with staff work quality, adherence to company policy and customer satisfaction issues, both positive and negative.
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Ensure effective operation and timely service. Demonstrate and apply knowledge of laws, regulations, governing agencies, procedures, audits, programs and practices.
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Handle and stage sets for special commodities or important customer on their international and domestic shipments including triangle shipments.
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Provide quotations for import and export on both Air and Ocean freight at customer’s request or overseas agent’s request.
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Function as the key escalation point for support, service issues and answer other general account questions on a timely and accurate basis.
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Provide and summarize customer’s performance review and leads to sales department as growth targets for accounts under management.
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Determining staffing needs and provide training.
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Conduct performance reviews, addressing performance issues and resolve problems.
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Ensure compliance with policies, procedures, and regulations
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Review and insure KPI’s are kept within required parameters.
Minimum Required Qualifications
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4 year College Degree plus 3-5 years experience in an operational role related to business required; or combination of equivalent education and experience.
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2-3years of experience in a lead or supervisory role or demonstrated leadership/supervisory competencies, required; specific experience supervising others is preferred.
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Must have direct knowledge of ocean ports, terminals, agent and carriers services and pricing policies. Must be knowledgeable with import, exports
To apply, please email resume to amassholder@pasona.com