Customer Service Planning Supervisor

Overview

Position SummaryThe Customer Service Supervisor is responsible for supervising Customer Service activities for a variety of clients and overall planning of incoming and outgoing cargo and services.  He/She overseas customer service staff on operational issues.

Responsibilities

Job Responsibilities

• Manages inbound and outbound of inventory, products, services.
• In charge of approving all commercial invoices for given work group.
• Provides leadership and direction to team members on specific customer accounts.
• Communicates effectively with staff, management and other internal/external customers to resolve issues effectively.
• Monitors communication with assigned customers, responds promptly to customer requirements.
• Assemble daily, weekly and monthly reports per customer requirements and business needs.
• Supervise customer service staff with regard to prioritizing work, determining schedules, assigning daily tasks, and adjusting work procedures to meet changing demands.
• Advise management of any issues with staff work quality, adherence to company policy and customer satisfaction issues; both positive and negative.
• Ensure effective operation and timely service. Demonstrate and apply knowledge of laws, regulations, governing agencies, procedures, audits, programs and practices.
• Handle and stage sets for special commodities both international and domestic shipments including triangle shipments.
• Function as the key escalation point for support, service issues and answer other general account questions in a timely and accurate basis.
• Provide and summarize customer’s performance, and review leads to sales department as growth targets for accounts under management.
• Determine staffing needs and provide training.
• Conduct performance reviews, address performance issues and resolve problems.
• Ensure compliance with policies, procedures, and regulations.
• Review and insure KPI’s are kept within required parameters.

Qualifications

Minimum Required Qualifications

• 4 year College Degree Preferred
• 3 – 5 years experience in an operational role related to business required; or combination of equivalent education and experience.
• 2 – 3 years of experience in a lead or supervisory role or demonstrated leadership/supervisory competencies, required; specific experience supervising others is preferred.
• Must have direct knowledge of ocean ports, terminals, agent and carriers services and pricing policies. Must be knowledgeable with import, exports

Must have direct knowledge of ocean ports, terminals, agent and carriers services and pricing policies. Must be knowledgeable with import, exports

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits

 Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more.

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas)

Yusen Logistics is a leading global provider of International Freight Forwarding, Contract Logistics, and Supply Chain Solutions. With over 24,000 employees across 45 countries, our extraordinary employees work towards a common goal of providing large and small companies across a variety of industries the logistics support they need to meet the demands of their customers. For more information, please visit our website at  www.yusen-logistics.com.

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state, and local laws