At MSTS, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 500+ strong professional team with offices in Overland Park, KS, Rijswijk, The Netherlands, San Jose, Costa Rica, and Melbourne, Australia. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.
When you click 'Apply', you will need to click on 'Create Account'. By creating an account, you will be able to view your applications and their statuses. Your password must contain 1 upper case letter, 1 number, and 1 special character.
World Fuel Services, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Job Title: Customer Support Supervisor
General Summary:This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Support Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.
Principal Duties and Responsibilities:
Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
Set, monitor and frequently review team goals and metrics
Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
Recognize potential system defects and escalate internally when appropriate
Handle escalated situations and act urgently when necessary
Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
Manage client relationships by providing top-level support
Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
Performs other general duties as assigned
Required Experience, Skills and Abilities:
Minimum of 4 years' experience supervising Customer Service personnel in a call center environment
Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship
Excellent professional verbal and written communication skills
Detailed oriented; strong organizational skills
Strong critical thinking and analytical skills
Independent decision making and delegation experience
Advanced computer skills, especially in Microsoft Word & Excel
Experience with Service Cloud is a plus
Ability to identify the root cause of a problem and develop solutions to mitigate
Interdepartmental and customer relationship skills
Work schedule flexibility
Multiple languages a plus
Why you will love working at MSTS
Generous paid time off
Medical, dental, vision, FSA, Life/AD&D, long and short term disability
Casual environment and dress
Employee referral program
At MSTS we believe:
MSTS is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.