Position Summary - Customer Service Manager - Import Supervisor
The Import Supervisor oversees the work of Air Import and Customer Service Agents. The Supervisor ensures that shipments are transferred to the warehouse, handed over to customs brokers, and transported to destinations according to customers requirements. Quote requests are monitored and handled by agents and clients.
Responsibilities:
Essential Duties and Responsibilities
- Supervise the functions of Import Agents: prioritizing work, determining schedules, assigning daily tasks, establishing or adjusting work procedures to meet changing demands, and ensuring optimum efficiency of all import activities.
- Train and develop Air Import and Customer Service staff.
- Supervise and assist in daily import activities, including auditing files for accurate documentation (operation and accounting) and ensuring timely and correct payment to vendors.
- Reports customer complaints and escalated shipping problems (i.e., delayed, missing, or damaged freight; strikes; embargoes, etc.) to management and participates in problem resolution planning.
- Executes plans directed by management to resolve complaints, ensure timely work completion, and re-prioritize workflow in critical situations. Provides up-to-date freight status and arranges special trucking for specific hot freight.
- Oversees billing processes, coordinates collections, and resolves major billing problems.
- Review and ensure KPIs are kept within the required parameters.
- Provide quotations for import on both Air and Ocean freight at the customer s request or overseas agent s request.
- Handle and stage set for particular commodities or important customer on their international and domestic shipments, including triangle shipments.
- Reviews and updates customer profiles, reviews, and updates rate structures, and supports the sales department with customer information, rates, etc.
Qualifications:
Education and Experience
- 2 3 years of experience in a lead or supervisory role or demonstrated leadership/supervisory competencies are required; specific experience supervising others is preferred.
- The candidate must have direct knowledge of Airports and ocean ports, terminals, agent and carrier services, pricing policies, and import procedures and operations.
- Must possess excellent customer service skills and grasp extensive knowledge while dealing with various people.
- 3+ years of experience in Temperature control, special handling, and related equipment for Air and Ocean are preferred but not required.
- A 4-year college degree is not necessary but preferred. Related experience is more relevant.
- Must have strong organizational and time management skills.
- Ability to organize and manage multiple priorities.
Benefits
- Medical, Dental, and Vision beginning the 1st of the month following the start date
- 401k with a company match
- Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, vacation, and more.