Customer Service Supervisor - Line Booking Processing

Full time, permanent

To lead the Short Sea team ensuring we deliver the best possible customer experience to MSC's customers over the phone and email.

Maintain and build relationships with customers, trade and Load ports work to an agreed process ensuring the customer and load port are kept fully informed at all times and especially if problems are encountered. The role requires a proactive approach.

Day-to-day supervision of the department with an emphasis on leading, motivating, coaching and developing the team's skills. Encourage team members to discuss new ideas and process improvement suggestions. Instill a 'can do' and 'flexible solution driven' approach within the team.

Skills and experience you'll bring to us

• Excellent communication skills
• A strong customer focus and a good telephone manner
• Leadership skills and the ability to motivate, coach and develop staff
• Process, communication and recovery of charges essential
• The ability to set, meet and exceed targets
• A focused and self-motivated approach to work
• The ability to manage change
• Good working knowledge of MSC systems an advantage
• Ability to work with multiple customers, some who will be established and some new
• To book deliveries within free time, unless circumstances beyond MSC control or customer request.
• Ability to build lasting relationships with Internal depts/ customers and other MSC Agencies

How you will help us and what you can expect

• You will be responsible for the daily running and management of the team through the effective use of resources
• Ensure excellent Customer service is delivered at all times, to ensure customer satisfaction is maintained
• Monitor performance and ensure KPI's are met at both individual and team level
• Motivate team members and provide clear direction to the team
• Identify training needs and provide coaching
• Identify and implement improvement and development
• Through 121 performance reviews, communicate performance targets and team goals
• Liaise with supervisors and resolve issues
• Create an inspiring team environment with an open communication culture
• Be a strong role model for all staff
• Ability to prioritise workloads and work to tight deadlines

If you feel this is the next step in your career, please apply now.