[Hiring] Customer Service Supervisor @Ryder Supply Chain Solutions

Role Description

To coordinate and supervise the shift, daily and weekly support staff activities; providing leadership, motivation, training, and development of workforce; executing customer requirements.

Contact Center Supervisor responsible for leading a team responsible for driving Service Level results for supported customers and locations. Ensuring CSA team has every opportunity to be successful in Scheduling enough Units to reach 96% VMI, as well as delivering outstanding Customer Service for Inbound and outbound communications and Call Handling. Coaching and developing employees for performance and setting expectations with each individual's Goals and Expectations.

• Primary Targets are VMI, AHT, Phone SLA, and Quality of Interactions and Case management.
• The Candidate will have 1-3 years of leadership experience in the transportation industry.
• Schedule: Monday - Friday, must be open to working 1st and 2nd shift - Remote.

Essential Functions

• Successfully lead, coach and mentor team of direct reports.
• Ensure productivity, manage performance and provide floor assistance.
• Interact with client groups, as necessary, and resolve client and customer escalation issues in a timely manner.
• Educate, motivate, lead, guide and direct team to reach their highest potential both in terms of service metrics and career goals.
• Ensure company policies are communicated and administered.
• Evaluate performance by monitoring calls and performance against established metric. Provide feedback.
• Develop individual goals as directed by customer service manager and deliver associate performance reviews.
• Evaluate performance variances to identify root cause, develop corrective action plan for review with manager, implement approved action plans.
• Communicate to manager issues and possible improvements identified.
• Additional responsibilities include hiring and termination decisions and performance documentation.

Additional Responsibilities

• Performs other duties as assigned.

Skills and Abilities

• Ability to lead/manage others.
• Strong verbal and written communication skills.
• Ability to work independently and as a member of a team.
• Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.
• Customer Service Background or experience in a call center environment intermediate required.
• Experience with CRM system intermediate preferred.

Qualifications

• H.S. diploma/GED required.
• Bachelor's degree preferred in Business or related field of study.
• One (1) year or more of experience in a lead/supervisory/management position required.
• One (1) year or more of experience in the transportation/logistics industry preferred.
• Customer Service Background or experience in a call center environment intermediate required.
• Experience with CRM system intermediate preferred.

Travel

• None.

DOT Regulated

• None.

Compensation Information

• Minimum Pay Range: $62,000.
• Maximum Pay Range: $65,000.

Benefits

• Comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance, and disability insurance options.
• Paid time off for vacation, illness, bereavement, family and parental leave.
• Tax-advantaged 401(k) retirement savings plan.

Company Description

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.