Introduction
At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.
Responsibilities
Job Overview
As a primary point of contact for customers, this supervisory position is responsible for assisting management in overseeing a department of customer service associates. The role includes effectively monitoring staff performance and productivity to ensure that all Customer Service Coordinators are fully prepared and well-trained for day-to-day tasks.
Job Responsibilities
- Directly supervise, interview, hire, and train Customer Service Coordinators. Ensure that the customer service team has excellent communication, problem-solving, and professional phone etiquette skills for achieving customer satisfaction.
- Plan, assign, and direct work, including appraising performance, rewarding, and disciplining employees.
- Address complaints and resolve problems related to customer service activities and procedures.
- Standardize customer service procedures across the company and diffuse difficult situations between customer service representatives and customers.
- Organize workflow and ensure that employees understand their duties or delegated tasks.
- Monitor pending emails from customers and resolve escalated customer complaints or disputes.
- Identify areas for improvement for Customer Service Coordinators.
- Develop and maintain productive relationships with all staff and inter-department teams.
- Perform any other job duties as assigned by management and provide feedback concerning possible problems or areas of improvement.
- Review and check work of subordinates such as reports, records, and applications for accuracy and content, and correct errors.
Qualifications
- Minimum of Diploma holder in relevant disciplines and 35 years of experience in customer service.
- Preferred 13 years of experience in a supervisory role.
- Knowledge of warehouse management system would be an advantage.
- Thorough understanding of communication techniques and practices.
- Decision-making, leadership, and result-driven.
- Proficiency in multitasking.
