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Supervisor - Customer Experience

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Supply Chain
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247503 Requisition #

 

BE PART OF SOMETHING REAL

 

POSITION TITLE:               Customer Experience Supervisor

REPORTS TO:                     Sr. Manager Customer Service

 

ABOUT AIRTERRA:

AirTerra is a logistics company focused on solving the most critical eCommerce fulfillment and shipping problem. Our logistics solutions enable retailers and brands to compete on a level playing field at a national scale. By reducing cost and increasing speed, efficiency, flexibility and predictability of cross-country fulfillment, we give retailers much needed capacity and shipping options.

 

POSITION SUMMARY:

The Customer Experience Supervisor will be integral in ensuring customer satisfaction is met and business goals are achieved.  This is one of the first roles within the customer service leadership team and in conjunction with the Sr. Manager will help to outline processes and procedures for scale of the business, including evaluating, recommending and deploying programs to ensure efficiency in the process, including vendor selection. This role will also help to identify team needs, assist in recruiting, training and on-boarding efforts to meet business goals. Candidates should have experiencing leading teams and delivering customer service excellence through initiating process improvements. The Customer Experience Supervisor will act as an advocate for the customer and within the contact center vendors' operation.

 

RESPONSIBILITIES:

  • Assume both a player/coach role and answer incoming customer inquiries via e-mail, phone or chat as volume necessitates.
  • Assist in recruiting, training and onboarding of staff.
  • Develop knowledge-based guides such as frequently asked questions and training guides for customers, vendors and internal customer service team.
  • Create and implement programs to improve customer service experiences.
  • Provide direction to team members as well as vendors to resolve issues promptly and effectively.
  • Manage and resolve escalated customer service issues and coach team on how to handle similar interactions in the future.
  • Assist in selecting, monitoring and evaluating contact center vendor relationship for compliance with procedures, service level performance and contractual obligations.
  • Analyze performance trends and customer service metrics in an effort to identify and articulate performance gaps and opportunities to improve.
  • Develop and adjust SOPs to align with business growth and customer needs.
  • Review and analyze customer service metrics and report KPI progress up to senior leadership.
  • Follow all company procedures, policies and guidelines.
  • Other duties as assigned.

 

QUALIFICATIONS:

  • A bachelor’s degree in business administration or a related field (or work equivalent)
  • Patient, empathetic problem solver that remains calm under pressure.
  • Ability to multi-task, prioritize, and manage time effectively.
  • 2-3 years of experience in a supervisory role preferably in a contact center environment
  • 3-5 years of customer service experience.
  • Prior vendor management experience preferred
  • Previous experience managing employees/vendors remotely
  • Strong interpersonal, presentation and communications skills; the ability to articulate ideas and concepts well
  • Experience with CRM system or other ticket management systems.
  • Proficiency with Microsoft Office Suite and G Suite.

 

AEO is an Equal Opportunity Employer and is committed to complying with all federal, state and local equal employment opportunity ("EEO") laws. AEO prohibits discrimination against associates and applicants for employment because of the individual's race or color, religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, disability, gender identity or expression, marital or partnership status, domestic violence or stalking victim status, genetic information or predisposing genetic characteristics, military or veteran status, or any other characteristic protected by law. This applies to all AEO activities, including, but not limited to, recruitment, hiring, compensation, assignment, training, promotion, performance evaluation, discipline and discharge. AEO also provides reasonable accommodation of religion and disability in accordance with applicable law.

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