Customer service supervisor Jobs in Kansas City, KS

Job Description

Under the general guidance of the Senior Transportation Manager, the Service Center Supervisor will lead a team of people (may include drivers, driver assistants, and dispatchers) related to transportation at a Service Center to support operational strategies that align with the company’s culture and long-term goals to exceed our customers’ expectations. They will act as the liaison between customer service, operations, and the support team and will be responsible for superior customer satisfaction with adherence to customer SLAs and KPIs, as well as supporting account retention, at their service center. They will work with the Service Center Manager to ensure the location meets or exceeds environmental health, safety, and regulatory compliance, DOT regulations, production, and waste management goals. The Service Center Supervisor should have working knowledge of equipment types, which may include box trucks, vans, roll-offs, and tankers. The Service Center Supervisor should have an understanding of logistics, planning, and exceeding customers' expectations.Under the general guidance of the Senior Transportation Manager, the Service Center Supervisor will lead a team of people (may include drivers, driver assistants, and dispatchers) related to transportation at a Service Center to support operational strategies that align with the company’s culture and long-term goals to exceed our customers’ expectations. They will act as the liaison between customer service, operations, and the support team and will be responsible for superior customer satisfaction with adherence to customer SLAs and KPIs, as well as supporting account retention, at their service center. They will work with the Service Center Manager to ensure the location meets or exceeds environmental health, safety, and regulatory compliance, DOT regulations, production, and waste management goals. The Service Center Supervisor should have working knowledge of equipment types, which may include box trucks, vans, roll-offs, and tankers. The Service Center Supervisor should have an understanding of logistics, planning, and exceeding customers' expectations.

Primary Responsibilities (Essential Functions):

Leadership & Strategy

• Provide support to the service center by coaching and developing employees within their service center through continuous coaching and feedback on performance, and conduct performance appraisals for their direct reports, ensuring alignment with company goals and regulatory requirements.
• Makes recommendations on salary adjustments, promotions, transfers, and dismissals within their service center in partnership with their Service Center Manager(s), District Service Center Manager, and HR Business Partner.
• Participate in the recruitment and hiring of service center transportation employees and drivers.
• Conducts regular meetings such as daily Tailgate Talks or Gameplan Meetings and monthly Safety Committee to keep their teams informed of current issues and events, procedural/operational changes, and new developments in the department and Company.
• Accountable to provide on-the-job training and instruction to ensure training compliance.
• Provide technical support to transportation staff, assist in the content development and deployment of technical training.
• As a continual learner, stay updated on regulations and industry developments.

Safety, Security, and Compliance

• Promotes Safety and Security initiatives across the entire team at their service center.
• Enforces and monitors safety rules and practices to ensure a safe and healthy work environmental for all employees.
• Reports and responds to service center incidents; identifies the cause when accidents or incidents occur, reviews and amends procedures as necessary and communicates finding to employees and management as needed.
• Ensures all employees are knowledgeable about any potential or known hazards and takes all necessary precautions. Conducts crew Safety Meetings.
• Provides and maintains compliance with personal protective equipment for their employees.
• Communicates and Trains safety protocols and compliance measures to ensure operational efficiency and regulatory adherence at their service center.

Customer Experience Management

• Supports sales department at their service center in the onboarding of new accounts with responses to inquiries.
• Collaborates with commercial to maintain and monitor existing customer relationships within their service center by assisting the Order Management Specialist and customer to resolve open order and service issues, updating records accordingly.
• Drives superior customer satisfaction through team performance with adherence to customer SLAs and KPIs at their service center.
• Will act with urgency to resolve customer issues to maintain high service level and assist in growing the business at their service center.

Operational Excellence

• Communicates continual improvement of productivity standards and team member safety in all phases of the operation in accordance with goals at their service center.

Route Management

• Responsible for route management processes within their service center, ensuring alignment with company goals and safety and regulatory requirements.
• Manage route scheduling to ensure all scheduled customers will be serviced by the end of day. Redirect manpower and resources as required, to service customers on routes that may have operational difficulties (i.e., vehicle breakdown, vehicle accident, or completely full truck).
• Manage driver debrief process for every route. Ensure there is documentation (manifest, PDT receipt, etc.) for every customer transaction. Update route comments as required.
• Perform “ride-alongs” and “spot checks,” ensuring drivers operate and work safely, efficiently, productively, and deliver a high level of customer service.

Service Center Management

• Administers service center management processes, ensuring alignment with company goals and regulatory requirements related to facilities, inventory supplies (i.e. drums and PPE), and asset management.
• Completes daily yard walks and regular equipment audits to ensure compliance with DOT regulations.
• Assigns work to employees and supervises their activities throughout the shift.
• Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity and ensure maximum effectiveness.
• Review and approve payroll hours on a weekly or bi-weekly basis based on pay schedule.
• Manages staff in cooperation with Human Resources Department including onboarding, career development, and potential termination of employment.
• Offer input to the P&L management for the service center.
• Monitors 10-day management processes/log to ensure their alignment with company goals and safety and regulatory requirements while elevating compliance concerns to Service Center Manager.
• Stays updated on changes to 10-day management regulations and industry standards.
• Ensures drivers are operating to DOT regulations.
• Oversee and participate in the maintenance of Driver Qualification Files, DOT Log Files and Vehicle Condition Reports for all drivers and equipment. Ensure DQF, DOT Logs and VCR are accurate and complete; must maintain DOT files.
• Responsible for equipment i.e. box trucks and vans, including day-to-day operation as well as working alongside fleet maintenance group and procurement for repairs and purchasing.

Performs other related duties and/or project work as required or requested.

Work Environment:

• Required to wear company-provided personal protective equipment including eye protection, foot protection, hard hat, Tyvek coveralls, and respirator.
• Willingness and ability to travel via automobile or other public transportation as needed 20% or less of the time to visit customer sites and service customers as needed.
• Ability to maneuver around heavy equipment including bending, climbing, crawling, manual dexterity, and occasionally lifting and carrying objects weighing up to 50 pounds.
• Willingness and ability to work in a hands-on manner to execute key initiatives and activities.
• Must be able to pass a DEA background check when relevant.
• Must be willing and able to abide by Clean Earth’s Core Values and Code of Conduct.

Qualifications

Education: (BA or BS degree required or preferred)

• High School Diploma required, B.S. in an environmental-related field preferred, or can demonstrate related equivalent work experience.
• 40-hour HAZWOPER training completed and current, or ability to obtain.

Experience: (Required minimum of years of relevant experience.)

• 3+ years' experience in related transportation field including experience utilizing transportation management software systems, Knowledge of DOT regulations and standards, understanding of transportation logistics and planning, and knowledge of vehicular maintenance and repair. Active CDL is preferred.
• 2+ years of proven leadership experience.
• Experience in the hazardous waste industry and general knowledge of RCRA and DOT regulations as it relates to the transportation and processing of waste is preferred.
• Experience using an integrated fleet, driver, and compliance management software. Experience with Samsara is a plus.

Skills: (The skills listed are the abilities and knowledge required to perform the job effectively.)

• Ability to work independently using initiative and effective communication to solve challenges.
• In depth knowledge of DOT Regulations.
• Highly developed verbal and written communication skills, including the ability to prepare and deliver presentations to large groups and deal politely and professionally with coworkers and/or customers.
• Ability to lead and work through others, effective delegation skills.
• Proficient computer and software application skills used to communicate, create, and access information.
• Ability to analyze, draw conclusions and develop actionable improvements from complex data.
• Proficiency in change management methodologies and practices is a plus.
• Proven ability to interact with customers and manage SLAs and relationships.
• Knowledge of formal process improvement methods (Kaizens, Six Sigma, Lean, Agile, etc.) is a plus.

Additional Information

Benefits: Comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, tuition reimbursement, paid volunteering and more. In addition, commencing no later than January 1, 2027, benefits package will include participation in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law