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Customer Support Supervisor

2 months ago

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

Position: Customer Service Lead/Data Analyst

The Customer Service Lead/Data Analyst role is essential for maintaining customer satisfaction and ensuring that quality standards are consistently met. 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 point of contact for customer inquiries, directing them to appropriate channels.
  • Utilize customer portals to gather necessary information for service provision.
  • Monitor service quality to ensure it aligns with customer expectations.
  • Identify and analyze issues, employing critical thinking to determine effective solutions.
  • Respond to customer communications promptly and professionally.
  • Prioritize tasks based on the urgency of customer requests to meet service level agreements (SLAs).
  • Collaborate with supervisors and managers to escalate and resolve urgent customer concerns.
  • Foster professional relationships across all organizational levels, adhering to company standards.
  • Maintain open communication with other departments to ensure seamless service delivery.
  • Support department supervisors and managers in achieving daily operational goals.
  • Conduct analysis of current practices and implement improvements as necessary.
  • Perform daily audits of customer service tickets to ensure compliance and efficiency.
  • Create and update process flow charts based on customer platforms.
  • Develop and maintain training materials for the customer service team.
  • Provide regular updates on processes and procedures to the customer service department.
  • Facilitate ongoing training for the customer service team.
  • Assist in training new hires and tracking their progress.
  • Compile and present weekly, monthly, quarterly, and annual reports related to customer service metrics.
  • Attend departmental meetings to represent the customer service team.
  • Cross-train team members on various departmental functions.
  • Adapt to changes in operational goals and requirements as needed.
  • Deliver exceptional internal and external customer service, both verbally and in writing.
  • Take ownership of assigned tasks and ensure timely completion.
  • Exhibit flexibility and the ability to adjust to sudden changes in priorities.
  • Demonstrate attention to detail and the ability to manage multiple tasks effectively.
  • Assist other teams as required to achieve overall company objectives.
Qualifications:
  • College degree or a minimum of 2 years of experience in logistics or a related field.
  • Strong customer service skills and the ability to lead a team.
  • Proficiency in computer skills; experience with SAP is a plus.
  • Effective problem-solving abilities.
  • Commitment to adhering to safety, quality, and HR policies.

RK Logistics Group Inc is an equal opportunity employer and values diversity in the workplace.