Compliance and Customer Support Supervisor

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years.

We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably.

We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data.

Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, and Bangalore, India. For additional information, see www.DAT.com / company.

Application Deadline : 11 / 8 / 2024

The Opportunity

DAT is looking for a Compliance Supervisor to join our Product Support team in Beaverton, OR.

Candidate profile

• Hands-on, engaged, and responsive leadership skills.
• Proactively seeks ways to streamline systems, gain efficiencies, and implement and document process improvements.
• Steeped in technology, and experienced in software product support.
• Actively fosters a positive, teamwork oriented environment.

What You'll Do

• Supervise and grow a team of agents focused on providing fraud prevention and investigation.
• Ensure that DAT has the right people, tools, and processes to create a world-class compliance organization.
• Guide consistent service delivery, meeting service levels and preventing customers from using competitor products.
• Accurately document compliance and support procedures, and help create resourceful knowledge base and help center articles.
• Maintain accurate tracking and documentation. Specifically, customer satisfaction surveys, performance monitoring, call tracking management, performance improvement initiatives, and time and attendance records.
• Monitor and manage backlogs through set SLA's, communicate and resolve issues, coordinate escalations between groups.
• Support successful product launches through supportability testing and documentation.
• Build solid relationships with key stakeholders; be seen as a resource regarding fraud prevention and carrier qualifications, representing DAT at trade events and online.

The Skills and Experience You'll Bring

• 2+ overall years of experience in regulatory compliance.
• Minimum 2 years of experience supervising a high-performance support organization in a call center environment.
• Highly experienced with customer communication, including phone and email, social media, and developing educational materials.
• Strong background in technology; comfortable translating technical details for non-technical audiences.
• Demonstrated experience improving systems; always striving to improve processes.
• Salesforce, One Pass experience a major plus.
• Associates degree; high school degree considered.

Why DAT?

DAT is an award winning employer of choice.

For starters, we have a hybrid work environment, but we also know what makes a great workplace. We have a time-tested and resolute set of operating values predicated on integrity, mutual respect, open communication, and executing with excellence.

These values inform our strategic vision as much as any one of our products does. We've been an employer of choice in the Portland metropolitan area for four decades, and within one year of opening our Denver office, DAT was #26 on Built In Colorado's 100 Best Places to Work In Colorado.

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Up to 20 days of paid time off starting in year one
• An additional 10 holidays of paid time off per calendar year
• 401k matching (immediately vested)
• Employee Stock Purchase Plan
• Short- and Long-term disability sick leave
• Flexible Spending Accounts
• Health Savings Accounts
• Tuition Reimbursement Program
• Employee Assistance Program
• Additional programs - Employee Referral, Internal Recognition, and Wellness
• Free TriMet transit pass (Beaverton Office)
• Competitive salary and benefits package
• Work on impactful projects in a cutting-edge environment
• Collaborative and supportive team culture
• Opportunity to make a real difference in the trucking industry
• Employee Resource Groups

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank.

We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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