Customer Service Supervisor

Saltchuk - Anchorage, AK

Full-time - Mid Level

Anchorage, AK

Air Transportation

About the position

TOTE Maritime Alaska, the leader in safe and reliable service to Alaska, is seeking a Customer Service Supervisor to join the team at our Anchorage, AK office. In this position you will be responsible for the supervision of the Alaska Customer Service Department as well as providing back up management support to other departments in the group.

Responsibilities

• Directly supervises non-supervisory employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employee; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Daily supervision of the department, including troubleshooting, problem solving issues of customer deliveries & bookings.
• Responsible for setting up and maintaining controls that ensure the department is operating effectively and efficiently.
• Makes key day to day decisions.
• Able to perform key departmental duties in the manager's absence.
• Coordinates day to day scheduling of available resources.
• Supervision of the southbound bookings and vessel reconciliation.
• Supervision of accurate and timely billing.
• Working knowledge of Web Portal and provide demonstrations and assistance to customers as needed.
• Assist in training of job functions of department.
• Communicate with other departments to meet customer expectations.
• Provide back up management support to other departments in the group.
• Back up to manager as liaison for labor relations.
• Contributes input to systems and process improvements.
• Special projects as assigned.
• Other duties as assigned.

Requirements

• Associate's Degree required (this requirement may be waived with at least three years comparable customer service experience in the transportation industry).
• Five years customer service experience, preferably in the transportation industry.

Nice-to-haves

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Good organizational skills.
• Must be a team player.
• Ability to multi-task and prioritize.
• Ability to work under pressure with a high level of accuracy.
• Computer literate, with the ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel).

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short term disability
• Long term disability
• Employee assistance program
• 401(k) with company match and discretionary funding
• Tuition reimbursement
• Supplemental parental leave
• Jury duty leave
• Bereavement leave
• Minimum of 10 days' vacation
• 10 days sick leave
• 10 paid holidays
• One floating holiday every 12 months
• Annual discretionary bonus (based on eligibility)