Supervisor, Ssc Customer Service

About The Pasha Group

Serving customers since 1947, The Pasha Group is a family-owned diversified global logistics and transportation services company. The Pasha Group’s Mission is to be a leader in providing customized, cost-effective and profitable value-added services to the automotive, maritime, and relocation industries through the integration of Pasha’s network of global logistics entities and strategic partners. Our continuing investment in our employees, technology, facilities and equipment enhances our productivity, leading to increased quality and profitability, for Pasha and for our customers, whose satisfaction is fundamental to our business. Our name stands behind every move.
Why work at The Pasha Group?

Our culture fosters individual talent, mutual trust and lifelong learning. We support our people so they can master their career journeys, go further, reach higher, and realize their greatest potential.

·       Various career paths

·       Career development

·       Digital learning platform with tuition reimbursement

·       Serving communities where we work and live.

Compensation and benefits for full time positions:

·       Competitive compensation based on experience and qualifications.

·       Medical, Dental, Vision, and Life Insurance programs

·       Employer Paid Short- & Long-Term Disability Insurance

·       Commuter benefit program

·       Flexible spending accounts

·       401K with a Profit-Sharing Plan

·       Wellness Program

·       Employee discount programs

·       Paid Volunteer Time at Company-Sponsored Events in the Community

Here's more about the job:

The Customer Service Supervisor is responsible for the direct supervision and functional support of the Customer Service Coordinator teams and for the overall service performance outcomes generated by the Shared Service Center's department functions.

Duties and Responsibilities

·       Assign, delegate, and prioritize work and manage daily workflow based on volume, staffing resources, and service requirements.

·       Coordinate the resolution of escalated issues, exceptions, and discrepancies with customers, business units, and vendors.

·       Monitor, audit, and validate call quality and adherence to company policy and applicable regulations.

·       Collaborate with business units, sales staff, and management teams as appropriate to address and plan for priority service issues.

·       Establish and actively utilize process controls and audit practices to ensure that system entries are accurate.

·       Conduct regular team review meetings to ensure good communication and understanding of expectations, service goals, process changes, and initiatives.

·       Train, coach, and mentor staff. Evaluate proficiency and cross-training requirements. Create and execute training plans to ensure that each team member is fully functional and obtains required proficiencies.

·       Develop, coordinate, and implement systems, policies, procedures, and productivity standards.

·       Prepare and maintain reports as needed.

·       Update schedules, logs, and tasks daily.

·       Other duties as assigned.

Required Education

• Associates degree in Business Administration or equivalent combination of college-level coursework and experience

Required Work Experience

• 3+ years of progressively responsible experience in a related Customer Service role

• 1+ year of experience in a leadership position

Preferred Work Experience

• Experience in the domestic and/or international transportation and logistics industry preferred

Must be fully vaccinated against COVID-19.

The applicable salary range is aligned to one of 5 zones according to a cost of labor index for the geographic location of the role. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include related experience, education and training, location, business needs, or market demands. The expected salary range for this role is set forth below. Ranges may be modified in the future.
Zone 3: Starting rate $50,000; up to $60,000 for highly qualified candidates

The Pasha Group family of companies are EOE/AA Employers – Minority/Female/Veteran/Disabled/and other Protected Categories