Supervisor, Customer Service

 

Solutions driven success.

 

XPO is a top ten global provider of transportation services, with a highly integrated network of people, technology and physical assets. At XPO, we look for employees who like a challenge and can communicate effectively in all situations. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you’re looking for a growth opportunity, join us at XPO. 

 

As the Supervisor, Customer Service, you will ensure customer satisfaction on an accelerated service commitment level, as well as lead the performance of a Customer Service Representative (CSR) team to provide maximum productivity and outstanding service. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of.

 

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and the opportunity to participate in a company incentive plan.

 

What you’ll do on a typical day:

• Coordinate and supervise the daily activities of the local CSR team to achieve a superior level of customer satisfaction; ensure customer service standards and procedures are followed
• Work directly with customers to research and resolve complex customer inquiries; identify root causes and develop effective solutions
• Act as the escalation point for customer care, both internally and externally
• Hire, motivate and develop direct reports; promote a high level of employee engagement
• Support and occasionally fill in for CSRs in the service center or district
• Ensure customer expectations are met and always act with the customer’s best interest in mind; advocate for best-in-class customer experiences and a customer-focused XPO culture
• Research, develop and monitor metrics and key performance indicators; provide appropriate reporting to senior management
• Proactively work with Operations, Sales, Marketing and Communications to continuously improve business practices and processes

What you need to succeed at XPO:

At a minimum, you’ll need:

• Bachelor's degree or equivalent related work or military experience
• 3 years of supervisory experience
• Experience with Microsoft Office
• Experience with a CRM

It’d be great if you also have:

• Availability to work extended hours when necessary; travel occasionally
• Experience building and improving processes, and establishing metrics to track and illustrate performance

• Experience in a Less-than-Truckload (LTL) freight operations, transportation operations, logistics or supply chain environment
• Ability to multitask, prioritize workload under pressure and meet deadlines
• Exceptional problem-solving skills

Be part of something big.

 

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

 

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. 
 

The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.  
 

Review XPO's candidate privacy statement here.