Customer Service Supervisor

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:Coaching and mentoring Customer Service Representatives by being on the floor to answer questions, as well as offer advice, encouragement, reinforcement, and immediate feedbackOverseeing individual and team performance by providing individual coaching feedback sessions. Maintaining focus on improving customer satisfaction, monitoring real time service levels and schedule adherenceEnsuring accountability of each CSR by addressing and documenting performance related activityMonitoring calls on a regular basis; tracking and reporting key performance measurementsAssisting in the combined leadership efforts to achieve the department service level goals, while answering calls and assisting all teams with non-phone tasksConducting yearly performance evaluationsAnalyzing problem trends through reporting analytics of Salesforce Managing Salesforce email ticket boxesProviding backup support to Customer Service Managers as neededTo be qualified for this position, you must possess the following:Minimum two years experience in a customer service supervisor or similar position; High School Diploma or equivalent Excellent communication skillsStrong organizational skills and attention to detailEnergetic and passionate with the ability to motivateAbility and willingness to participate in a team environmentAbility to solve problems effectively and in a timely mannerMaintaining a positive and professional demeanor with at all times while adhering to departmental and corporate HR guidelinesDemonstrated ability to adapt and excel in a fast-paced environment; scheduling flexibility to meet the needs of the businessFor a full job description associated with this posting, please contact A. Duie Pyle's Human Resources department. This job posting is intended solely for external advertising purposes and does not represent a comprehensive list of all job-related duties and qualifications.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.

Created: 2025-01-14