Customer Service Supervisor - Commerce, CA

Company OverviewCome join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full-service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country. We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports /exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non-plastic commodities, which include; paper rolls, steel, building materials and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business. Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide. Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Job SummaryThe Customer Success Supervisor is responsible for the overall direction, coordination, and evaluation of customers and staff. The Customer Success Supervisor carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include overseeing and assessing staff activities, strategizing and monitoring daily activities of customer success operation, training, investigating and solving customer complaints, maintaining documentation pertaining to customer success, appraising work performance, and performing additional duties where as needed.This position will build a strong relationship with customers while enforcing new and existing policies and procedures to accomplish desired results. Will play a collaborative role in growing and implementing new and existing standards and processes working alongside customers. Will maintain documentation such as correspondence and operational records.Essential Functions/DutiesBe familiar will all essential functions/duties of the CSRsServe as primary point of contact for customers via telephone, email, and other communication channels; answer inquiries, explain product and service information, and identify customer needsProvide staff with assistance in performing difficult or complicated functions/dutiesPlan and prepare work schedules, and assign employees to specific dutiesCoordinate structured meetings, as neededImplement monthly inventory cycle counts, as requiredEstablish and maintain cohesive interpersonal relationships with customers and coworkersCommunicate effectively with supervisors, peers, and subordinatesEffectively resolve conflicts and deftly negotiate with othersAble to efficiently gather facts and information as requiredSolid computer skills to include knowledge of required softwareGuide, direct, motivate, and mentor subordinates; coordinate and oversee their work activities to maximize team performanceAdditional Specific Duties:Effectively fill-in for the Customer Success Manager when requiredFunction as a CSR when required (due to a shortage of CSRs for any reason)Monitor and report on key customer success metrics (e.g., response times, resolution rates, customer satisfaction scores); identify trends and recommend process improvements to the Customer Success ManagerConduct regular one-on-one check-ins and team meetings with CSRs to review performance, address concerns, and communicate updates from managementDevelop and deliver onboarding and ongoing training programs for new and existing CSRs, ensuring team competency in systems, products, and customer handling proceduresQualifications: Required Education And Experience5+ years of experience in a customer service related field (in the transportation industry preferred)Possess a high level of proficiency in Word, Excel and OutlookAbility to multitask, prioritize and work under stressHighest quality written and verbal communication skillsType 40wpm+ with 100% accuracyKnowledge of bulk commodities industry rates and terms a plusWillingness to be cross-trained in other departmentsPreferred Education and ExperienceSales and Marketing experienceExperience in Personnel or Human ResourcesCollege degree preferredPhysical Demands The Physical Demands Described Here Are Representative Of Those That Must Be Met By An Employee To Successfully Perform The Essential Functions Of This Job. These Tasks Include, But Are Not Limited ToThe employee occasionally stands; walks; The employee frequently reaches with hands and arms; the employee regularly sits; uses hands to finger, handle bulky objects, and lifts on occasion.The employee occasionally lifts up to 10 poundsSpecific vision abilities required by this job include close vision; distance vision; peripheral vision; depth perception; ability to adjust focusLicenses/Certificates: NoneSkills:Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.MonitoringMonitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.SpeakingTalking to others to convey information effectively.Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.NegotiationBringing others together and trying to reconcile differences.InstructingTeaching others how to do something.Complex Problem SolvingIdentifying complex problems and reviewing related information to develop and evaluate options and implement solutions.Management of Personnel ResourcesMotivating, developing, and directing people as they work, identifying the best people for the job.Time ManagementManaging one's own time and the time of others.DatabasesUsing a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.SpreadsheetsUsing a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.Word ProcessingUsing a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documentsAdditional Job Details:Supervisory ResponsibilityWill supervise a group of CSRs that could number as many as 12 or as few as only a coupleWork Environment:Expected to operate near moving mechanical parts; fumes or airborne particles. This role routinely uses standard office equipment such as computers, phones, and printers/scanners. May be required to also assist CSR Manager in conducting warehouse walk-throughs to validate inventory of material.Position Type/Expected Hours Of WorkThis is a full-time position. Days and hours of work are normally 7:30 am – 3:30 pm. Hours can be adjusted as needed to meet the needs of the customers. Weekend work may be required.TravelLittle to no travel is expected for this position.Benefits And PerksFamily health benefit packages - after 90 daysVacation pay - after 90 daysHoliday pay - after 90 daysCompany matching 401k retirement program - after 90 daysDuties and responsibilities may be added, deleted and/or changed at any time at the discretion of management.In line with Plastic Express’ Environmental Promise, the hired individual is expected to enthusiastically support all facets of Operation Clean Sweep; specifically, making a conscious effort to prevent pellet, flake and powder loss into the environment and ensure any spills are swiftly and effectively cleaned up.If you have an interest in working at Plastic Express, please forward your resume including a brief work history.Powered by JazzHR