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.

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication