Customer Service Supervisor - Commerce, CA

Company Overview
Come join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full-service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country. We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports /exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non-plastic commodities, which include; paper rolls, steel, building materials and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business. Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide. Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.

Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Summary:
The Customer Success Supervisor is responsible for the overall direction, coordination, and evaluation of customers and staff.  The Customer Success Supervisor carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include overseeing and assessing staff activities, strategizing and monitoring daily activities of customer success operation, training, investigating and solving customer complaints, maintaining documentation pertaining to customer success, appraising work performance, and performing additional duties where as needed.

This position will build a strong relationship with customers while enforcing new and existing policies and procedures to accomplish desired results. Will play a collaborative role in growing and implementing new and existing standards and processes working alongside customers. Will maintain documentation such as correspondence and operational records. 

Essential Functions/Duties:

• Be familiar will all essential functions/duties of the CSRs
• Serve as primary point of contact for customers via telephone, email, and other communication channels; answer inquiries, explain product and service information, and identify customer needs
• Provide staff with assistance in performing difficult or complicated functions/duties
• Plan and prepare work schedules, and assign employees to specific duties
• Coordinate structured meetings, as needed
• Implement monthly inventory cycle counts, as required
• Establish and maintain cohesive interpersonal relationships with customers and coworkers
• Communicate effectively with supervisors, peers, and subordinates
• Effectively resolve conflicts and deftly negotiate with others
• Able to efficiently gather facts and information as required
• Solid computer skills to include knowledge of required software
• Guide, direct, motivate, and mentor subordinates; coordinate and oversee their work activities to maximize team performance

• Effectively fill-in for the Customer Success Manager when required
• Function as a CSR when required (due to a shortage of CSRs for any reason)
• Monitor and report on key customer success metrics (e.g., response times, resolution rates, customer satisfaction scores); identify trends and recommend process improvements to the Customer Success Manager
• Conduct regular one-on-one check-ins and team meetings with CSRs to review performance, address concerns, and communicate updates from management
• Develop and deliver onboarding and ongoing training programs for new and existing CSRs, ensuring team competency in systems, products, and customer handling procedures

• 5+ years of experience in a customer service related field (in the transportation industry preferred)
• Possess a high level of proficiency in Word, Excel and Outlook
• Ability to multitask, prioritize and work under stress
• Highest quality written and verbal communication skills
• Type 40wpm+ with 100% accuracy
• Knowledge of bulk commodities industry rates and terms a plus
• Willingness to be cross-trained in other departments

• Sales and Marketing experience
• Experience in Personnel or Human Resources
• College degree preferred

• The employee occasionally stands; walks; The employee frequently reaches with hands and arms; the employee regularly sits; uses hands to finger, handle bulky objects, and lifts on occasion.
• The employee occasionally lifts up to 10 pounds
• Specific vision abilities required by this job include close vision; distance vision; peripheral vision; depth perception; ability to adjust focus

• None

• Active Listening
  • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Monitoring
  • Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Speaking
  • Talking to others to convey information effectively.
• Critical Thinking
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Reading Comprehension
  • Understanding written sentences and paragraphs in work related documents.
• Negotiation
  • Bringing others together and trying to reconcile differences.
• Instructing
  • Teaching others how to do something.
• Complex Problem Solving
  • Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Management of Personnel Resources
  • Motivating, developing, and directing people as they work, identifying the best people for the job.
• Time Management
  • Managing one's own time and the time of others.
• Databases
  • Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
• Spreadsheets
  • Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.
• Word Processing
  • Using a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents

• Will supervise a group of CSRs that could number as many as 12 or as few as only a couple

• Family health benefit packages - after 90 days
• Vacation pay - after 90 days
• Holiday pay - after 90 days
• Company matching 401k retirement program - after 90 days

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