Lead, Customer Service - Day Shift

Logistics at full potential. At GXO, we’re constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of. Day Shift, Monday – Friday 08:30am – 05:00pm As a Lead, Customer Service, you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. As a part of the GXO team, you’ll have a starring role in helping us continue to provide daily freight solutions for our global customers. Pay, benefits and more. We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including extended health benefits (medical, dental and vision), pension, life insurance, disability and more. What you’ll do on a typical day: Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals Support the building and developing of an effective and high-performance team Maintain daily and weekly statistics for individual direct reports Research department results Troubleshoot operational problems Complete team reports as required Identify and research escalated problems and provides guidance to direct reports for resolution Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction What you need to succeed at GXO: At a minimum, you’ll need: 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience Experience with Microsoft Office (Word, Excel, & Outlook) Bilingual English/ French It’d be great if you also have: Experience in a call center environment Solid customer service skills and the ability to satisfactorily resolve issues Solid ability to multitask with exceptional organizational skills Ability to thrive under pressure while delivering solutions that exceed customer expectations We engineer faster, smarter, leaner supply chains. GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work. We are proud to be an Equal Opportunity employer including Disabled/Veterans. GXO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with GXO policies which are in place to safeguard our employees and customers. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.