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Business:  Kalmar
Job Function:  Logistics
Location: 

Monroe Township, NJ, US

Customer Support Supervisor

Making your next move count

 

PURPOSE OF THE POSITION
To supervise the customer service representatives/parts clerks, including all related duties and responsibilities associated with customer service.

 

KEY ACCOUNTABILITIES

  • Resolve customer complaints or answer customers’ questions regarding policies and procedures related to customer service.
  • Supervise the work of customer service employees and parts clerks to ensure adherence to quality standards, deadlines, proper procedures, correcting errors or problems.
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
  • Discuss job performance concerns with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties
  • Evaluate employees’ job performance, set goals and measure progress, and assist in completing PDP’s
  • Review records and/or reports pertaining to customer service activities to verify details and monitor work activities and performance, both individually & as a group.
  • Interpret and communicate work procedures and company policies to staff.

What you’ll need to succeed:

 

Education

  • High school diploma or equivalent

 

Experience

  • General office experience
  • Google Suite products: Gmail, Drive, Sheets, Docs
  • 5+ years customer service experience
  • 2+ years SAP experience

 

Competencies

  • Communication, both oral and written
  • Customer Service – knowledge of principles and processes for providing customer service
  • Time management. This includes customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction
  • Administration and Management – knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
  • Organizing, planning, and prioritizing work
  • Supervision of other’s work/performance
  • Clerical knowledge – knowledge of administrative & clerical procedures and systems.
  • Computer skills – Google, SAP, Adobe

 

You will be part of:


We believe in our people as it is our people who really make the difference. We always work in close collaboration with our customers, deliver on our promises and never walk away no matter how big the challenge. We succeed because we do it together. With us, you will have the opportunity to realise your potential and become an important member of our global team.

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Kalmar is part of Cargotec

 

Kalmar offers the widest range of cargo handling solutions and services to ports, terminals, distribution centres and to the heavy industry. Kalmar is the industry forerunner in terminal automation and in energy efficient container handling, with one in four container movements around the globe being handled by a Kalmar solution. Through its extensive product portfolio, global service network and ability to enable a seamless integration of different terminal processes, Kalmar improves the efficiency of every move.