Manage the customer service function for our clients and their network and support scheduling-related activities for inbound/outbound operations, including report to our client. JOB RESPONSIBILITIES Hire, retain and motivate employees to provide exceptional Customer Service and to strive for continuous improvement Ensures the CSR has SMART goals aligned with the requirements of the department Ensure all claims including freight claims are taken care of in a timely manager for the Client and thei... more details
JOB SUMMARY
Manage the customer service function for our clients and their network and support scheduling-related activities for inbound/outbound operations, including report to our client.
JOB RESPONSIBILITIES
Hire, retain and motivate employees to provide exceptional Customer Service and to strive for continuous improvement
Ensures the CSR has SMART goals aligned with the requirements of the department
Ensure all claims including freight claims are taken care of in a timely manager for the Client and their customers
Coordinate and supervise daily/weekly/monthly activities of team members
Coordinates daily reporting to the client
Set priorities for the team to ensure task completion and performance goals are met
Coordinate work activities with other supervisors, managers, departments, etc.
Identify and resolve operational problems using defined processes, expertise and judgment.
Key liaison between Neovia and our clients to partner cross functionally within the organization to optimize customer service delivery and resolve any customer inquiries
Manages customer relationships regarding transportation carriers for customer pickups
Effectively handle all inquiries to ensure customer/consumer satisfaction by supporting Neovia’s Key Performance Indicator’s (KPIs)
Enter, track and analyze customer orders to maintain the highest service levels for the customer
Maintain working knowledge of all client products
Provides consistent positive constructive feedback to team members through effective coaching and training
Provide coaching, feedback and annual performance reviews as well as formal corrective action
Impact of work is most often at the local level
Travel to other locations up to 30% of the time
Other duties as assigned by management
QUALIFICATIONS
Bachelor’s degree in a related field
5+ years related experience
SAP experience is preferred
Understanding of how customer service operations affect distribution environment and their effect on financials
Creative problem solver with the ability to communicate effectively and persuasively with a broad range of people including, customers, managers, and other employees
Team oriented with proven leadership skills
Strong negotiation and organizational skills are required
Ability to remain calm and professional under pressure
Strong communication skills both written and verbal
Ability to maintain confidentiality
Ability to review and analyze appropriate data to effectively communicate business performance with keen attention to detail
PHYSICAL REQUIREMENTS
Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.
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