Customer Care Supervisor - Forward Air, Inc. : Job Details

Position: Customer Service Supervisor

Job Description:

The Customer Service Supervisor oversees the overall operation of their team by leading, directing, and setting standards as well as policies and procedures. They field internal and external customer questions, complaints, while demonstrating the highest degree of courtesy, integrity, and professionalism to resolve customer and employee issues.

Core Responsibilities & Duties:

* Daily/weekly administration work

* Daily monitoring of complete call center statistics

* Set the weekly schedules for the Complete Care team

* Participate in training

* Establish and implement policies and procedures/oversee and follow up for accuracy

* Call monitor/phone specialists

* Interact with external and internal customers on various levels to assist, direct, guide, and improve our overall purpose.

* Immediate source of guidance for the team

* Review payroll weekly

* Mentor and develop Leads and Representatives

* Conducts reviews

* Interviews and hiring of new employees

* Handle elevated calls when needed

* Be available, by phone, after hours to specialists for assistance and guidance

* Other duties as assigned

Qualifications:

* 1 to 3 years of customer service experience

* Previous supervision experience preferred

* Previous call center experience a plus

* A High School Diploma or GED

* Preferred bachelor's degree or higher

* Demonstrated ability to carry out assignments to their completion and meet deadlines

* Ability to establish and maintain effective working relationships with employees and managers

* Desire for a long-term career with an industry leading company

* Ability to present and maintain a positive corporate image in a fast-paced environment

* Proactively establish and maintain effective working team relationships with all support departments

* Must be proficient with Microsoft Office products including Word, Excel, PowerPoint, Outlook, etc.

* Ability to perform general administrative duties; file, perform data entry, etc.

* Ability to handle heavy workload and work well under pressure

Skills:

* The ideal candidate will possess a can do attitude with a will do work ethic

* Must have the ability to work in a fast-paced environment

* Prior supervisory experience preferred

* Transportation/warehousing background preferred

* Excellent interpersonal, verbal, and written communication skills

* Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

* Ability to multi-task in a fast-paced team environment

* Ability to take the initiative as well as delegate tasks when needed

Forward Air is an Equal Opportunity employer.