Supervisor - Customer Interface (VTP)

About Hyundai GLOVIS America Inc.
GLOVIS America, Inc. is a third-party logistics provider headquartered in Irvine, CA. Since our inception in 2002, we are committed to delivering our customers products via truck, rail, or ocean vessel throughout the U.S., Canada, and Mexico. Glovis America makes every effort to exceed standards by providing quality service to our customers and vendors of the automotive, freight forwarding, parts distribution, used car, and fuel industries. We cater logistics strategies and processes to our customers' needs by utilizing the latest information systems and advanced technologies.
Summary
The Supervisor, Customer Interface VTP, ensures the day-to-day delivery of Tier 1 customer support for the Vehicle Tracking Portal (VTP), working closely with the VTP Analysts to respond to customer inquires, trouble shoot challenges, log incidents, and guide users as needed. This role assists in training analysts, monitors system and support performance, and serves as a point of contact between customer and Finished Vehicle Operations team. The supervisor helps identify recurring challenges and provides input for improving system functionality and support processes to ensure maximum customer experience.
Responsibilities
• Primary Responsibilities:
• Ensure resources for providing VTP Tier 1customer support Monday through Friday between 7 AM and 7 PM. May vary depending on the demand.
• Supervise the day-to-day Tier 1 support activities for VTP
• Collaborate with VTP Analysts to ensure timely and accurate responses to customer inquiries
• Troubleshoot user-reported issues, provide guidance, and ensure proper incident logging and escalation
• Monitor system and support performance metrics to maintain service quality
• Serve as a communication bridge between customers and the Finished Vehicle Operations team and/or IT to ensure timely resolution
• Keep customers informed of status of Tier 2 support, and planned system maintenances
• Perform training and on-boarding of new analysts to ensure consistent support standards
• Perform analysis of system performance metrics, usage trends, and customer feedback to drive improvements
• Conduct documentation of common issues, resolutions, and best practices for knowledge sharing
• Secondary Responsibilities:
• Provide VTP Tier 1 customer support between 7 AM - 3 PM (Even weeks) or 11 AM - 7 PM (Odd weeks) together with Analysts
• Support Assisting Manager, Customer Interface VTP ensuring timely delivery of prioritized tasks/projects
• Support Customer Interface team on ad hoc tasks as necessary
Compensation
$74,000-$84,000 per year (Subject to Compensation Study Upon Candidate Selection)
Benefits of Working at Hyundai GLOVIS America Inc.
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Health Care & Dependent Care Flexible Spending Accounts (FSA)
• Basic Life and AD&D as well as Short-Term & Long-Term Disability
• Paid Vacation, Holidays, and Sick leave
• Pet Insurance
• Hospital and Critical Illness Insurance
• Wellness Program and Gym Reimbursement*
• 401(k) with Generous Matching
• Referral Bonuses*
• Auto Allowance*
• Quarterly Employee Lunches, Summer Refreshments, and Monthly Team Building Activities*
• Discretionary Bonuses*
• Tuition Reimbursement*
*Benefits may vary by location. All benefits pursuant to Company policy
Required Skills & Qualifications
• Proficiency in PC Skills - Excel, Word, PowerPoint, Outlook Required
• Experience with Tier 1 customer support function Preferred
• Experience with incident management tools and ticketing systems, including trouble shooting techniques Preferred
• Understanding of system integration concepts across platforms, including testing and documentation Preferred
• Strong analytical mindset with attention to details Required
• Experienced PowerBI user and/or query/data extraction Preferred
• Comfortable working cross-functionally across departments, especially with IT and customer-facing teams Required
• Experience working with Automotive dealers, customer training, or user support tools Preferred
• Ability to work independently while contributing to a collaborative team environment Required
Education & Experience
• Associate's Degree Required
• 5 - 8 Years of Direct Experience in Customer Support Required
• 1 - 3 Years of Supervisory Experience Required
Physical Requirements
• Ability to sit in front of a desk and/or in front of the computer for long periods
• Repetitive use of hand/grasping product, writing, and typing
• Lift up to 20lbs
•