Manager, Customer Service

Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow-up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client's SOP. This includes overseeing the work and output of any Team Leaders in the department. The Manager will be the escalation point to resolve any client requests or complaints in the event they are not able to be handled by the representatives in the department. Additionally, the Manager is expected to become a subject matter expert, both on Company's specific product offerings and processes, as well as on the industry in general.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Becomes familiar with clients, including key contacts, unique requirements, and operating processes
• Deploys and improves existing policies and procedures by effectively managing and guiding supervisors and customer service representatives.
• Works with the Operations Manager to ensure the operation is meeting targeted service levels such as but not limited to




• Spot Quotes
• Booking Capture
• Shipment Monitoring
• Billing Issue Resolution
• Service Metric Monitoring
• Reporting
• Data Entry




• Works with site leaders to ensure the operation is meeting all KPI targets.
• Responsible for the highest priority escalation phone calls, especially those requiring the coordination of multiple teams and departments.
• Conducts staff meetings to review daily/weekly work activities, plan and assure continuous improvement.
• Provides guidance to staff and assigns task to Customer Service staff.
• Fosters career development, best practices, and optimal morale in the organization.
• Relays consistent issues to the General Manager in a timely and efficient matter.
• Monitoring of changes in the logistics processes and interfering in case of disruptions, including communication with clients and other stakeholders in case of disruptions and changes.
• Coordination between CS team and other internal teams.
• Calculation of production costs and providing input for invoice creation.
• Provides input for annual budget to General Manager.
• Setup and maintenance of process flows and working instructions, for example because of new customer implementations or revised customer agreements.
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard but not limited to escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics.
• Managing exceptional operational customer challenges/requests (for example large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers.
• Participates in contract discussions/negotiations.
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed.
• Coordinates staffing of CS department
• Performing of staff performance review meetings

OTHER DUTIES (Site Specific)

• Work overtime as dictated by business whether mandatory or voluntary
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Leads, develops, and coaches team of 10-15 employees

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• 
  
  
  
  • Must have a high school diploma or general education degree (GED).
  
  
  
  
• 2 years' experience in a leadership role involving customer service or equivalent combination of education and work experience.
• Experience as a Logistics Service Provider Department Manager and complete understanding of the full range of Logistics services, including order management, movement scheduling, customs brokerage, monitor and control services, cost optimization, and various industry specific requirements.

• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate

SKILLS, KNOWLEDGE, AND ABILITIES

Computer Skills

• Basic knowledge of WMS (Warehouse Management Systems)
• Proficiency in MS Office applications

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Intermediate to advanced level required in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets

Other

• Excellent communications skills and able to deal with clients tactfully and efficiently.

• Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic.
• Must be able to handle conflict and pressure, set priorities and abide to them, and maintain consistent and positive customer service image under difficult conditions.
• General understanding of the Supply Chain Management and Logistics industry
• Demonstrated competency in the following areas is also required:

• Customer Service (Does what it takes to meet or exceed (internal or external) customer expectations. Responds appropriately to customer needs or requests.)
• Dealing with Complexity (Knows how to deal with complex situations or information. Examines facts and trends to find the best way to handle things.)
• Maintaining Composure (Stays calm and composed in a stressful situation. Can keep a positive manner both in words and in actions.)
• Being Resourceful (Is willing and able to quickly handle problems or issues as they arise. Works to get the help or resources needed.)
• Providing Direction and Leadership (Provides guidance, direction and structure in one on one or group settings.)
• Builds Bench strength (Determines capability of staff and puts plans in place to build the skills, abilities, and experience necessary for the organization to succeed.)
• Motivating Others (Is able to inspire or convince others to want to do their job or work toward common goals or objectives.)
• Demonstrates Global Perspective (Understands key global trends and the organization's position within the global environment, works effectively with global partners)
• Demonstrating Positive Attitude (Consistently exhibits an optimistic and cheerful manner, regardless of obstacles or challenges. Behaves in a positive way with others in the workplace.)
• Finding Work Improvements (Seeks to find and suggest new ideas to make the workplace better. Looks for ways to improve work procedures or services.)

PREFERRED QUALIFICATIONS

• 4-Year College Degree preferred, will consider equivalent experience or combination of education and experience
• Prefer 5 years' experience in a leadership role in logistics/distribution/supply chain environment
• Multi-language knowledge preferred

CORE COMPETENCIES

Leader of Others

Accountability

Business Acumen

Communication / Building Partnership

Developing Oneself

Developing Others

Drive for Results

Embracing Change

Problem Solving

Empowerment

Leadership Excellence

Leading Change

Problem Solving

PHYSICAL DEMANDS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.