About Our Company
Come work for a great company challenging the transportation industry status quo. GLS US the alternative solution to national carriers. Join us, as we transform and build a new organization positioned with strong employee retention and a team of industry veterans with true passion for what they do. GLS US is a leading parcel and freight carrier in Europe and now North America. Recent U.S. acquisition combine European expertise with local Priority, Ground and Freight services since 1995.Thousands of companies across all industries rely on GLS US to deliver time-critical parcels and freight every day. We're looking to expand our team with like-minded professionals.
Position Summary
As a Customer Service Supervisor - you will be part of the GLS Leadership Team building a call center which delivers a world class customer experience. The Customer Service Supervisor is a critical role within the leadership team, responsible for providing a productive and motivating working environment and a high level of customer experience satisfaction.
We are relentless in our pursuit to create a world class experience to every customer. Are you ready to join an exciting and growing organization with competitive pay, health and 401k benefits?
Responsibilities & Duties
• Foster and maintain a positive work environment for all teams
• Manage call center in absence of manager
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Develop and manage internal service level standards to deliver high level customer experience
• Collaborate with leaders to recruit, mentor, and develop call center agents and nurture an environment where they can excel through accountability and empowerment.
• Ensure policies and procedures are followed to produce high quality customer experience and reflect industry best practices
• Support the achievement of effective and measurable metrics ensuring delivery of customer service efficiently
• Utilize internal systems to capture and report on service metrics, including any customer feedback or trends in product or services.
• Identify and take action to improve the department's operating methods and procedures
• Performs other job-related duties as assigned
• Monitor and audit Customer Service Calls
• Provide performance feedback to representatives on regular basis
• Assist in training, development, and implementation of updated call center technology
Qualifications Needed:
• Bachelor's degree (BA/BS) in Business or related field, preferred
• 2-5 years call center customer service experience
• Exceptional verbal and written professional communication skills
• Highly proficient with Microsoft Office (Excel, Word, and Outlook)
• Excellent telephone personality skills
• Excellent organization and presentation skills
• Excellent time management skills
• Highly energetic, motivated self-starter
• Decision-making, problem resolution and creative thinking skills
• Working knowledge of Salesforce preferred
• Working knowledge of Calabrio and Talkdesk preferred
• Previous Logistics experience preferred
• Must be authorized to work in the United States
Benefits for Full-Time Employees
• 401K with employee matching
• Healthcare benefits
• PTO/Sick Leave
EEO Commitment:
General Logistics Systems US, Inc.is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to at GLS and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination, and is always committed to doing what's right.
