Dohrn Transfer is your complete Midwestern transportation partner. We offer less-than-truckload, truckload and value-added services throughout our 10-state service area. Our family operated company provides the attention and flexibility that only a regional carrier can, backed by excellence in service and powerful logistical tools.

Dohrn is currently seeking a Customer Experience Supervisor at our Corporate office in Rock Island, IL.

Hours: Monday-Friday

Benefits: Health / Vision / Dental insurance, 401k matching, life insurance, short/long term disability and more.

Purpose

To efficiently oversee the customer service department and ensure the highest level of customer service and problem resolution.

Essential Functions:

• Oversees work activities to achieve the highest level of Customer Experience while meeting operational goals.
• Monitors, Coach & Develops policies, and procedures to better serve our customers while providing feedback, training to support team development.
• Conduct documented performance discussions, career pathing & discipline as needed
• Point of escalation & identify trends to evaluate/analyze problems, and develop an action plan for improvements
• Manage and track customer shipments from pick up to final delivery
• Provide administrative and operational assistance to ensure seamless delivery to customers
• Deliver prompt and professional solutions for customer inquiries via phone, email or chat
• Provide customers with information regarding our service and transit times
• Ensure the efficiency & productivity of the Customer Service Team and assist them with problem resolution
• Maintain Confidentiality
• Assist with recommendations as to the hiring, firing, advancement, promotion, and other status changes for employees under their supervision
• Perform other duties as needed

Minimum Requirements:

• High School completion or equivalent
• Valid Driver License
• Excellent interpersonal, communication skills and telephone etiquette
• Excellent Customer Service skills
• Transportation industry experience preferred
• Detail-oriented, organized
• Analytical thinker and problem-solver
• Ability to multi-task and react to change productively
• Ability to read and distinguish numerical values such as pounds, pieces, and dollar amounts
• Strong Leadership skills
• Supervisory experience is preferred
• Proficiency in Microsoft Office, specifically Word and Excel
• Excellent attendance

Working Conditions/Physical Requirements:

• Primarily sedentary work, which involves sitting most of the time
• May be occasionally required to exert up to 10 pounds of force and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• The general office environment is favorable; Lighting and temperature are adequate, and there are minimal hazardous or unpleasant conditions caused by noise, dust, etc;
• Visual Acuity including regular use of items including a computer screen or monitor
• Manual dexterity is regularly required including fingering, grasping, and typing; manual dexterity includes repetitive motion of the wrists, hands, and fingers
• Talking and hearing required to communicate with and listen to others to share or receive information; May be occasionally exposed to noise including telephone, office machinery, and conversations of others