Customer Support Supervisor

1 week ago


Newark, California, United States RK Logistics Group Inc Full time
Job Overview

Position Type: Direct Hire

The Customer Service Lead/Data Analyst role is pivotal in ensuring client satisfaction by maintaining quality standards. This position is responsible for addressing customer inquiries, resolving issues, and effectively communicating with various departments within RK Logistics Group Inc.

Key Responsibilities:
  • Serve as the primary contact for customer inquiries, directing them to appropriate channels.
  • Utilize customer portals to gather necessary information for service delivery.
  • Ensure that all services meet the established quality standards set by clients.
  • Identify and analyze issues, employing critical thinking to determine optimal solutions.
  • Respond to customer communications promptly and efficiently.
  • Prioritize tasks based on the urgency of customer requests to adhere to service level agreements (SLAs).
  • Collaborate with supervisors and managers to escalate and resolve urgent issues in a timely manner.
  • Foster professional relationships across all organizational levels, adhering to company standards.
  • Maintain open communication lines with other departments to ensure seamless operations.
  • Support the department's supervisory and managerial staff in achieving daily objectives.
  • Conduct analysis of current practices to drive continuous improvement.
  • Perform daily audits of service tickets to ensure effective workload management.
  • Create and update process flow charts relevant to customer platforms.
  • Ensure smooth operation of all processes within the department.
  • Develop and maintain training materials for team members.
  • Provide regular updates on processes and procedures to the Customer Service Department.
  • Engage in ongoing training initiatives for the Customer Service team.
  • Assist in the training of new hires and track training metrics.
  • Compile and deliver weekly data reports to management and other stakeholders.
  • Attend departmental meetings to represent the Customer Service team.
  • Cross-train team members on various departmental functions.
  • Adapt to changes in operational goals and methodologies as required.
  • Deliver exceptional internal and external customer service, both verbally and in writing.
  • Demonstrate ownership of assigned tasks, ensuring timely completion.
  • Exhibit flexibility in response to sudden changes in business needs.
  • Support other teams as necessary, maintaining a collaborative work environment.
  • Follow both oral and written instructions accurately.
  • Promote a positive work culture by leading through example.
Qualifications:
  • College degree or a minimum of 2 years of experience in logistics or a related field.
  • Strong customer service skills.
  • Proven leadership abilities.
  • Team-oriented mindset.
  • ISO certification preferred.
  • Intermediate computer skills; experience with SAP is a plus.
  • Effective problem-solving capabilities.

RK Logistics Group Inc is committed to considering qualified applicants with a criminal history in accordance with the California Fair Chance Act.



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