A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
San Jose, CA Job Details Full-time $80,000 a year 2 hours ago Qualifications Employee relationship building Full Job Description At Valley Services, reliable service begins long before our drivers arrive at a customer's jobsite. Behind every successful service day is a Routing Coordinator who ensures recurring service routes are accurate, organized, and ready for execution. As a growing, family-owned company serving construction sites, businesses, and events throughout the Bay Area, we're looking for someone who enjoys solving problems, thrives in a fast-paced environment, and has an exceptional eye for detail. The Routing Coordinator owns the accuracy and integrity of our recurring service routes. While our routing software helps generate efficient routes, this role requires much more than simply pressing an "optimize" button. Every day you'll review customer additions, cancellations, service frequency changes, site instructions, and operational updates to ensure drivers have accurate routes and customers receive the service they expect. Success in this role requires outstanding attention to detail, critical thinking, and strong operational judgment. You'll work closely with the Pickup & Delivery Router, Dispatch, Customer Service, Operations, and Drivers to maintain accurate recurring routes, identify potential issues before they happen, and continuously improve routing efficiency. Key Responsibilities Recurring Route Management Own the accuracy and integrity of all recurring service routes. Review system-generated routes and make adjustments based on customer requirements, service frequencies, site-specific instructions, and operational priorities. Ensure customer additions, cancellations, service changes, and frequency adjustments are accurately reflected in the routing system. Verify active customers are scheduled appropriately and inactive job sites are removed promptly. Balance driver workloads while maintaining exceptional customer service. ' Route Quality Control Review recurring routes daily to identify discrepancies before they impact customers or drivers. Verify customer information, including service frequencies, gate codes, lock combinations, access instructions, and special service requirements. Audit routing information to ensure recurring accounts remain accurate and up to date. Prevent unnecessary trips caused by inaccurate customer information or outdated routes. Maintain organized routing documentation and operational records. Operations & Team Collaboration Partner closely with the Pickup & Delivery Router to coordinate daily workloads across service lines. Work alongside Dispatch to communicate route updates and operational changes throughout the day. Collaborate with Customer Service to ensure customer requests and account changes are accurately reflected in recurring routes. Coordinate with Operations regarding driver assignments, equipment availability, and service priorities. Build strong relationships across departments to ensure seamless daily operations. Actively seek feedback from drivers regarding route performance, customer locations, access challenges, and operational improvements. Use driver feedback to improve recurring routes, customer information, and route efficiency. Recognize patterns that impact productivity, customer satisfaction, and route consistency. Recommend process improvements that reduce wasted drive time, improve route accuracy, and enhance the customer experience. Continuously look for opportunities to improve routing processes as the business grows. What We're Looking For Experience 2+ years of experience in routing, dispatching, logistics, transportation, scheduling, or field service operations. Experience working in construction, waste management, portable sanitation, logistics, or a similar service industry is preferred. Experience with routing, CRM, or field service software is preferred. Skills & Qualifications Exceptional attention to detail and accuracy. Strong analytical and critical thinking abilities. Ability to recognize patterns and identify operational issues before they become customer problems. Strong organizational and time management skills. Ability to manage multiple priorities in a fast-paced environment. Excellent written and verbal communication skills. Comfortable learning new technology and software systems. Customer-focused with a collaborative, team-first attitude. The Ideal Candidate Notices when something doesn't look right. Takes ownership of maintaining accurate recurring routes. Double-checks their work because they understand small mistakes have a big operational impact. Enjoys solving logistical puzzles and improving processes. Builds strong relationships with drivers and values their feedback. Thinks several steps ahead rather than simply reacting to problems. Thrives in a fast-paced, team-oriented environment. Takes pride in delivering accurate, dependable work. Why Join Valley Services? At Valley Services, we're building more than a business — we're building a company known for exceptional service, operational excellence, and continuous improvement. Every recurring service route represents a promise we've made to a customer. As our Routing Coordinator, you'll play a critical role in helping us deliver on that promise every day while improving the systems that keep our operation moving. Lives Our Core Values ? Attitude — approaches challenges with optimism, positivity, and determination. Excellence — strives for greatness in every task, no matter how small. Presentation — brings professionalism and attention to detail to create lasting positive impressions. On the Move — embraces continuous action, adaptability, growth, and innovation. PI287003572
