Customer Service Supervisor

Supervise daily customer service operations for shippers and carriers.Ensure timely handling and resolution of customer inquiries and complaints.Lead and coach customer service officers and call center staff.Prepare staff schedules and monitor team performance.Handle escalated complaints and coordinate resolution with internal teams.Monitor service quality and customer service KPIs.Prepare periodic performance reports and maintain service records.Supervise daily customer service operations for shippers and carriers.Ensure timely handling and resolution of customer inquiries and complaints.Lead and coach customer service officers and call center staff.Prepare staff schedules and monitor team performance.Handle escalated complaints and coordinate resolution with internal teams.Monitor service quality and customer service KPIs.Prepare periodic performance reports and maintain service records.Customer satisfaction score (CSAT)Average response and resolution timeComplaints resolved within SLAFirst contact resolution rateCustomer complaint recurrence rateCustomer satisfaction score (CSAT)Average response and resolution timeComplaints resolved within SLAFirst contact resolution rateCustomer complaint recurrence rate

Supervise daily customer service operations for shippers and carriers. Ensure timely handling and resolution of customer inquiries and complaints. Lead and coach customer service officers and call center staff. Prepare staff schedules and monitor team performance. Handle escalated complaints and coordinate resolution with internal teams. Monitor service quality and customer service KPIs. Prepare periodic performance reports and maintain service records. Key Performance Indicators (KPIs) Customer satisfaction score (CSAT) Average response and resolution time Complaints resolved within SLA First contact resolution rate Customer complaint recurrence rate