Shipper Support Supervisor
Job Summary
Job Description
Coordinate the Customer Service Team, provide direct customer support, and evaluate team members. Focus on supporting process improvement in customer experience, and coordinate with all departments to resolve shipper concerns. Oversee the onboarding process for new shippers. Develop and implement strategies to increase shipper retention by providing high-quality service. Monitor team performance metrics and establish trusted relationships by clearly communicating and effectively helping shippers drive the value of products and services. Build trust and engagement with shippers to ensure satisfaction with Ninjavan's services, especially pickup and delivery performance. Provide insight and data analysis for continuous improvement.
Must have:
- Minimum 1 year experience in customer success
- Proficiency in Microsoft Office, esp. Ms. EXCEL
- Proficiency in customer service or marketing software
- Focuses on identifying opportunities to improve service
- Analyze shipper needs and requirement
- Customer retention, engagement and upselling
Good to have:
- Coordinate Customer Service Team
- Provide Direct Customer Support
- Evaluate Team Members
- Support Process Improvement in Customer Experience
- Coordinate with all department to resolve shippers concerns
- Oversee the onboarding process for new shippers
- Develop and implement strategies to increase shipper retention
- Monitor team performance metrics
- Establish a trusted and active relationship
- Building trust and engagement to shippers
- Provide insight and data analysis
7 skills required
Job Details
Requirements,
- Minimum 1 year experience in customer success . Escpecially from start up / tech company
- Proficiency in Microsoft Office, esp. Ms. EXCEL
- Proficiency in customer service or marketing software, e.g. Salesforce and Zendesk
- Focuses on identifying opportunities to improved service
- Analyze shipper needs and requirement
- Customer retention, engagement and upselling
- Coordinate Customer Service Team
- Provide Direct Customer Support
- Evaluate Team Members
- Support Process Improvement in Customer Experience
- Coordinate with all department to resolve shippers concerns
- Oversee the onboarding process for new shippers that joining our communication channel
- Develop and implement strategies to increase shipper retention by providing high-quality service
- Monitor team performance metrics, such as CES, and adoption/retention rate, and take corrective actions as needed
- Establish a trusted and active relationship and communicate clearly/effectively to shipper and help them by drive of the value of our products and services
- Building trust and engagement to shippers to ensure they are satisfied with Ninjavan's services, esp. pick up performance and delivery success performance
- Provide insight and data analysis for continues improvement
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