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Customer Service Supervisor

Company: Lynden Air Freight, Inc.
Location: Honolulu
Posted on: June 23, 2022

Job Description:


With operations spanning the globe, Lynden International provides complete coverage to most major world markets. We provide air and ocean freight forwarding, expedited ground freight services, customs brokerage, logistics and other specialized services like facility management, charters, reverse logistics and assembly and distribution. We are the proverbial one-stop shop for any transportation or shipping need. Lynden has achieved Logistics Management Magazine s #1 ranking in Airfreight Forwarding for the second year in a row. We are looking for people to contribute to Lynden International s overall customer experience success by effectively interacting and supporting our customers.



The Customer Service Supervisor is responsible for managing, directing and controlling the day-to-day activities of Lynden Logistic's Customer Service Department for Hawaii. Responsibilities ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Performs all assigned work in accordance with established policies and procedures Develops and implements record keeping systems, forms, and procedures related to air waybill shipments, invoicing, processing payments, and other accounts receivable activities. Acts as company representative for internal committee activity. Prepares and audits materials and ensures that all documents are entered into the system properly. Manages scheduling for department employees Responsible for quality control and oversight to ensure Customer Service Representatives are properly trained and performing in a manner that aligns with Lynden Logistics' mission and vision of outstanding customer service. Displays strong communication skills to include effective problem-solving, coaching and de-escalation techniques. Oversees and directs Customer Service work activity and works with other departments to ensure the department is meeting the needs of the organization. Oversees and directs Customer Service training program Audits monthly revenue report to ensure proper revenue recognition period. Works with the Customer Service Lead to print and mail invoice copies for customers, as requested/required or facilitates electronic invoicing. Reviews accounts receivable aging and researches and processes customer claims of invoice payments, short- or non-payments, refunds, adjustments and insufficient funds transactions. Assist Financial Service Team (FST) with accounts receivable and cash receipts. Follows up as necessary. Investigates and processes damage claims for customer shipments as necessary. Implements and advances innovative ideas and special projects designed to forward process development and growth within the department. Displays strong leadership skills. Able to effectively manage difficult situations. Attendance and timeliness are essential functions of this position. Qualifications QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE: Associate's degree (A. A.) or equivalent from two-year college or technical school and five years related experience and/or training, preferably with four years in the transportation industry and at least two years performing in a leadership role. An equivalent combination of education and experience may be considered. LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply concepts of basic mathematics to calculate percentages and freight rates, including the effect of dimensioned weight. REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions to resolve issues. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. CERTIFICATES, LICENSES, REGISTRATIONS: HazMat Certification (Basic Awareness of Air Cargo Shipments of Hazardous Materials). Training provided upon hire if not HazMat certified. OTHER SKILLS AND ABILITIES: Proficient with Microsoft Excel and Word. Familiar with computer, keyboarding, and word processing, including MS Outlook. Ability to interact with warehouse personnel to identify and coordinate daily shipments. OTHER QUALIFICATIONS: Must be available to work days, evenings, weekends, nights or holidays. PHYSICAL DEMANDS: While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT: The noise level in the work environment is usually moderate. COMMENTS: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. A post conditional offer of employment drug test and background investigation are required.

Keywords: Lynden Air Freight, Inc., Honolulu , Customer Service Supervisor, Hospitality & Tourism , Honolulu, Hawaii

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