Customer Service Supervisor

1.0 Position Summary

Responsible for coordinating, leading, and assisting in the daily activities of the customer service group. Continues to provide various direct services to distribution center customers and employees, handles inventory transactions for appropriate accounts, and provides high-level analytical services to management.

2.0 Reporting

Reports to: Customer Service Manager & Operations Manager

Terminal Location: 10629 Red Bluff Rd., Ste 100, Pasadena, TX 77507

Office Hours: 8am to 5pm with after-hours and weekend engagement, as required

HR FLSA Status: Exempt

Wages are commensurate with education and experience.

3.0 Essential Functions, Job Duties, and Responsibilities

• Directs the operations of customer service personnel and provide input for performance / behavior reviews.
• Processes and monitors shipping and receiving transactions for specific customers.
• Provides computer and manual reports per customer requirements.
• Performs problem-solving analysis on customer service processes.
• Performs profitability and efficiency analysis for management.
• Designs and implements value-added profitable services to customers.
• Greets and assists customers, visitors, drivers, and employees in a professional and friendly manner.
• Communicates effectively with Transportation, Management, co-workers, and customers.
• Solves problems and handles complaints.
• Processes warehouse receipts and bills of lading; enter customer orders and confirm shipments.
• Prepares miscellaneous billings for various warehousing and transportation services.
• Verifies and reconciles inventory and issues reports as required.
• Monitors shipment times to deliver within specified time frames.
• Monitors product that is damaged or on hold by notifying the vendor and working with OM.
• Works directly with customers on account issues and questions.
• Contacts customers with discrepancies; researches and resolves discrepancies.
• Understands and implements contracted rates ensuring accuracy with warehouse, vendor, and WMS.
• Identifies vendor needs and requirements.
• Processes month-end closeout for orders and billing.
• Answers phones as needed.
• Assists other CSR's as necessary.
• Trains new CSR's as necessary.
• Provides support to other Dunavant Distribution operations as needed
• Back-up for this position is Customer Service Representative
• Acts as back-up for any of the team members as needed.
• Performs all other duties or projects as assigned .
• 4.0 Education and Experience Requirement

  Bachelor's Degree in Business, Finance, Accounting, or Marking preferred but not required; one to two years related technical vocational training; or equivalent combination of experience and education. Two to three year's customer service experience or related work experience with related experience in supervising associates preferred. Warehouse Management System experience preferred but not required. Webpage knowledge a plus.

  5.0 Minimum Skills, Knowledge, and Ability Requirements

• Strong customer service skills
• Strong interpersonal skills
• Strong project management skills
• Good decision-making skills
• Ability to communicate effectively both orally and in writing
• Ability to resolve customer/CSR/driver issues quickly and creatively to improve customer/CSR/driver satisfaction.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Familiarity with Company services and trucking operations.
• Strong organizational skills; attention to detail.
• Good computer skills: Microsoft Word, Excel, TMS.

• 6.0 Work Conditions, Physical and/or Mental Requirements

• Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing.
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
• 90% or more time is spent looking directly at a computer.
• Employee is frequently required to stand, walk (or otherwise be mobile).
• Employee is occasionally required to lift and carry up to 40 pounds.
• Ability to deal with stressful situations as they arise.
• Workweeks more than 40 hours may exist periodically through the year.
• Occasional weekend work may occur.

• Duties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 40 pounds. Occasional or frequent ability to move boxes from one location to another. These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis. Reasonable accommodation, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position.

  
  
  

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