Customer Service Supervisor

We are seeking a detail-oriented and strategic Operations Manager to lead and optimize our operational and customer support division. This role is critical in ensuring smooth day-to-day operations while maintaining exceptional service standards for our customers and partners.

Key Responsibilities

Daily Operations:

Handle escalated customer service issues, providing timely and effective resolution.
Recruit, onboard, and train new customer service team members.
Set up and manage daily pickups for high-volume customers.
Coordinate with white-label customers to manage platform access and resolve inquiries.

Performance Management:

Develop, set, and maintain performance KPIs for the operations and customer service teams.

Tools and Systems Management:

Oversee and optimize the use of communication tools and ticketing system to improve efficiency and customer satisfaction.
Supervise the data entry team to ensure shipment statuses are accurate and up to date.
Oversee month-end reconciliation of shipments to ensure accurate shipping statuses.

Interdepartmental Collaboration:

Hold regular meetings with other departments to align operational goals and strategies.

Carrier Relations:

Manage carrier inquiries and escalations, ensuring swift resolution and strong partnerships.

Enterprise Relations:

Build and maintain strong relationships with enterprise customers, ensuring their unique needs are met.

Qualifications:

Proven experience in operations management, preferably in the logistics or shipping industry.
Strong leadership and team management skills.
Excellent problem-solving and decision-making abilities.
Familiarity with ticketing systems and other communication tools is an asset.
Exceptional communication and interpersonal skills.
Highly organized with strong attention to detail.
Proficient in using data to drive performance and optimize processes.

How to Apply:
If you are a motivated and results-driven professional looking to make a significant impact in a fast-paced shipping aggregation company, we want to hear from you!

Freightcom is an equal-opportunity employer. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits:

Dental care
Extended health care
On-site parking
Paid time off
Vision care

Schedule:

Day shift
Monday to Friday

Work Location: In person