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Customer Support Operations Supervisor

2 months ago

Little Rock, Arkansas, United States Transplace Full time

Customer Service Team Lead

Job Category: Customer Support & Service Requisition Number: CUSTO006042

Position Overview

This role is designed for an individual who will take charge as the leader of the Customer Service Representatives. The team is dedicated to ensuring timely delivery of customer freight while managing costs effectively and maintaining superior communication with clients. The Team Leader's operational proficiency will assist team members in resolving issues, proactively communicating service challenges to the relevant departments, and possessing a comprehensive understanding of the intermodal logistics sector. The ideal candidate will leverage statistical insights to enhance efficiency and apply Root Cause Analysis to refine business processes aimed at maximizing customer satisfaction.

Key Responsibilities

  • Develop and maintain a thorough understanding of customer needs and expectations.
  • Foster relationships with customer facility contacts and understand their operational hours.
  • Prepare and submit requests for customer approval regarding additional charges.
  • Demonstrate knowledge of the OSD process and the necessary requirements to mitigate claims.
  • Maintain the OSD tracking spreadsheet.
  • Ensure accuracy in billing on both Accounts Receivable and Accounts Payable.
  • Effectively communicate issues with team members and take necessary actions to resolve them.

Required Knowledge and Skills

  • Proven ability to prioritize tasks, work autonomously, and achieve objectives without direct supervision.
  • Strong analytical skills to identify and resolve problems using root cause analysis techniques.
  • Advanced knowledge of transportation logistics, including geography and military time.

Essential Skills

  • Commitment to providing exceptional service to both internal and external customers.
  • Strong interpersonal and customer service abilities.
  • Ability to collaborate effectively within a team environment.
  • Proficient multitasking capabilities.
  • Strong sense of urgency and ability to perform under pressure.
  • Excellent written, verbal, and presentation communication skills.
  • Proficient in computer applications, including email, word processing, spreadsheets, and graphics.
  • Innovative mindset with the ability to conceptualize and implement new strategies.

Travel Requirements

No travel is required for this position.

Experience and Education

A minimum of 1-2 years of experience in transportation is preferred but not mandatory. A High School Diploma or equivalent is required, with some college coursework or a combination of education and experience being advantageous.

Company Overview

Transplace, a subsidiary of Uber Freight, operates one of the largest managed transportation and logistics networks globally. Our technology-driven services and solutions are supported by a team of experts, engineers, and data scientists committed to enhancing supply chain performance and providing clients with greater visibility and control over their logistics operations.

Equal Employment Opportunity

Transplace is dedicated to maintaining a workplace free from discrimination, where employment decisions are based on individual capabilities and qualifications without regard to race, color, religion, sex, age, national origin, disability, or any other protected characteristic as defined by law.