Onsite - Newark, NJ

General Summary

The Customer Service Supervisor will work and oversee both customer support and remote gate operations. This person will ensure smooth communication, resolve customer issues, manage gate traffic, and provide leadership to their team and the remote team. This role is crucial in maintaining compliance with security protocols, driving team performance, and ensuring customer satisfaction across various communication channels.

Major Duties and Responsibilities

• Supervise the flow and operations of customer service and gate management. Ensure traffic flow through all gates is flowing effectively.
• Actively respond to customer queries and concerns regarding gate access and entry procedures for both Trucks and non-trucks.
• Address customer inquiries and resolve issues promptly through phone, email, or chat.
• Communicate with drivers, suppliers, and personnel to ensure the smooth flow of vehicles and compliance with security and safety protocols.
• Oversee remote gate operations, track incoming and outgoing vehicles and ensure correct information is inputted accurately into the company’s system.

Minimum Requirements:

• Valid driver’s license in good standing
• Two or more years in a lead or supervisory role.
• Strong verbal and written communication and interpersonal skills
• Working knowledge of Microsoft Office applications
• Working English language proficiency
• Willingness to travel (25%)

Employment is contingent on the successful completion of due-diligence inquiries, including a background check and a pre-employment medical examination that includes a drug and alcohol screen, conducted after a conditional offer is made.

Preferred Qualifications:

• Call Center or remote call center experience
• Computer aptitude

Personal attributes that help an individual succeed in this role:

Work Environment

While performing the duties of this position, employees will frequently be exposed to:

Physical Demands

Position Type/Expected Hours of Work

This is a full-time position in a 24/7/365 operation. Employees may be assigned work shifts including weekends and holidays and may be required to work overtime.

Other Duties

This job description does not contain a comprehensive list of required activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.