Job Summary:
The Customer Service Supervisor is responsible for leading and managing inbound and outbound customer support activities for our commercial fuels, lubricant, chemicals, and cardlocks.
The Customer Service Supervisor will be responsible for leading and supervising a team of customer service representatives to ensure the delivery of exceptional service handling telephone calls, email, requests for quotations, order entry, account changes, and ensuring proactive communication of pertinent information back to customers.
This role involves overseeing day-to-day operations, coaching and developing team members, and maintaining a high level of customer satisfaction.
Team Leadership
Supervise, coach, and mentor a team of customer service specialists.
Set performance goals and expectations for the team.
Conduct regular team meetings to review performance, share updates, and provide feedback.
Assist in recruiting, training, and onboarding new team members.
Sales and Operations Support
Act as a liaison between customer service, sales, and operations teams to ensure effective communication and coordination.
Provide support to the sales team by addressing customer inquiries related to product availability, pricing, and order status.
Collaborate with operations to monitor inventory levels and ensure timely order fulfillment.
Troubleshoot and resolve complex customer issues that require cross-functional collaboration.
Process Improvement
Work with cross-functional teams to identify opportunities for process optimization.
Assist in the development and refinement of customer service, sales, and operations processes and procedures.
Contribute to projects aimed at improving efficiency and customer experience.
Customer Relationship Management
Build and maintain strong relationships with key customers.
Address escalated customer issues promptly and professionally.
Gather customer feedback and insights to drive improvements in products and services.
Work Environment
Typically work is performed in an office setting.
Flexibility in working hours may be necessary to meet customer service needs.
Physical Demands
Able to sit and stand for extended periods of time.
Able to move about office setting to complete responsibilities.
Able to move freely around work and customer sites.
Able to climb stairs and ladders, kneel, bend, and stoop.
Frequent use of phone, computer, and office equipment.
Able to lift up to 25 lbs.
Travel
10% or less
Knowledge, Skills, and Abilities
Required
Proven experience in a customer service role, with at least 2 years in a supervisory or leadership capacity.
Strong verbal/written communications skills, negotiation, and problem-solving skills.
Ability to work proficiently in Microsoft Office Suite.
Adheres to the company’s values and ethical expectations.
Able to effectively multitask with a strong attention to detail.
Ability to learn and navigate customer service software and tools.
Ability to work collaboratively across departments and functions.
Excellent organizational skills and attention to detail.
Leadership and team-building skills.
A commitment to delivering exceptional customer service.
Preferred
Bachelor’s degree, trade or technical school (Certificate or diploma) in an applicable field.
Minimum one (1) year of B2B experience.
Prior experience utilizing NetSuite is a plus.
Experience in transportation, lubricants, fuel, or a related industry.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time with or without notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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