Job Abstract

A family-owned business since 1924, A. Duie Pyle provides a range of integrated transportation and distribution solutions throughout the Northeast. Supported by our vast network of Less-Than-Truckload (LTL) service centers, warehouse facilities, and dedicated locations, we have the ability to offer flexible and seamless integrated solutions tailored to our customer’s needs.

Simply put, when it comes to integrated supply chain solutions, Pyle People Deliver. Our promise is to provide outstanding service as it remains to be our first and foremost mission.

Position Summary:

As a Customer Service Supervisor for Pyle you will be responsible for overseeing the daily operation of the Customer Service department, while assisting the leadership team in designing and implementing programs to improve performance and efficiency.

The responsibilities of the position include, but are not limited to:

• Coaches and mentors Customer Service Representatives by being on the floor to answer questions, as well as offer advice, encouragement, reinforcement, and immediate feedback.
• Oversees individual and team performance; provides individual coaching feedback sessions, maintains focus on ensuring and improving customer satisfaction, monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated customer complaints.
• Ensures accountability of each CSR by addressing and documenting performance related activity.
• Monitors calls on a regular basis; tracks and reports key performance measurements.
• Assists in the combined leadership efforts to achieve the department service level goals, while answering calls and assisting all teams with non-phone tasks as needed.
• Conducts yearly performance evaluations.
• Analyzes problem trends through reporting analytics of the Salesforce reporting tool.
• Manages Salesforce email ticket boxes.
• Maintains and approves staff vacation schedule.
• Provides backup support to Customer Service Managers as needed.
• Participates in special projects and performs other duties as assigned.

To be qualified for this position, you must possess the following:

• High School diploma or equivalent.
• Excellent oral and written communication skills.
• Strong organizational skills and attention to detail.
• Exceptional listening skills.
• Energetic and passionate with the ability to motivate.
• Ability to interact effectively with customers, leadership, and co-workers.
• Ability and willingness to participate in a team environment.
• Scheduling flexibility to meet the needs of the business.
• Problem analysis and problem solving.
• Maintains a positive and professional manner with customers and co-workers; adheres to departmental and corporate HR guidelines.
• Adapts to a changing working environment or changes in policies in a positive manner.
• Meets departmental timeliness, productivity, and quality performance guidelines.

Why Pyle?

• Medical, Dental, Vision, and Life Insurance
• 8 paid annual holidays – in addition to vacation and personal time off
• Paid Vacation and Personal Time
• 401(k) with company match
• Weekly pay via Direct Deposit

A Duie Pyle is the Northeast’s premier integrated supply chain solutions provider ideally equipped in servicing the congested Northeast metropolitan region. Family-owned since 1924, A. Duie Pyle provides engineered logistics solutions and consultative services utilizing our vast network of LTL Service Centers, strategically located warehouses, Dedicated fleet operations and specialized Truckload services through Pyle Logistics.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.