Customer Support Supervisor
1 week ago
Position Type: Direct Hire
The Customer Service Lead/Data Analyst role is pivotal in ensuring client satisfaction by maintaining quality standards across all service parameters. This position is responsible for addressing customer inquiries, resolving issues, and facilitating communication between departments to enhance service delivery.
Key Responsibilities:- Serve as the primary contact for customer inquiries, directing them to appropriate channels.
- Utilize customer portals to access necessary information for service provision.
- Guarantee that all services meet established customer standards.
- Identify and analyze issues, employing critical thinking to determine optimal solutions.
- Respond to customer communications promptly and efficiently.
- Prioritize and manage workload to address customer requests in alignment with service level agreements (SLAs).
- Collaborate with supervisors and managers to escalate and resolve urgent issues.
- Foster professional relationships across all organizational levels, adhering to company standards.
- Maintain open communication with other departments to ensure seamless operations.
- Support department leadership in achieving daily operational goals.
- Conduct audits of daily ticket handling to ensure quality service delivery.
- Develop and maintain process documentation and training materials for the department.
- Provide regular reports on customer service metrics and departmental performance.
- Participate in meetings representing the Customer Service Department.
- Engage in cross-training initiatives to enhance team versatility.
- Adapt to changes in operational goals and methodologies as required.
- Deliver exceptional internal and external customer service through effective communication.
- Demonstrate reliability and teamwork in achieving collective objectives.
- Exhibit attention to detail and the ability to manage multiple tasks effectively.
- College degree or a minimum of 2 years of experience in logistics or a related field.
- Strong customer service skills with a proven ability to lead teams.
- Familiarity with ISO standards is preferred.
- Intermediate computer skills; experience with SAP is advantageous.
- Demonstrated problem-solving abilities.
RK Logistics Group Inc is committed to maintaining a diverse workforce and encourages qualified applicants to apply without regard to criminal history, in accordance with the California Fair Chance Act.
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