Customer Service Manager
CUSTOMER SERVICE MANAGER POSITION AVAILABLE WITH ONE OF THE PREMIER TRUCKING, DECONSOLIDATION, DISTRIBUTION AND LOGISTICS COMPANIES IN THE UNITED STATES.
Job Summary:
The Customer Service Manager (CSM) will be a critically important role in centralizing and controlling communications between the client business units and the Performance Team account management and operations. The CSM will be collaboratively interfacing the client in the client distribution center and will manage all aspects of customer service and support through daily interaction with the customer. The CSM will be responsible for establishing and developing relationships with all program management, distribution center management, and corporate support teams for all services provided to the customer.
Job Duties:
- Develop a deep understanding of the services performed for the client by Performance Team
- Coordinate with Performance Team operations and account management to ensure Service Level Agreement compliance
- Monitor and track operational KPIs to ensure excellent performance
- Establish weekly operational review calls with all facilities and ensure wide visibility to operational threats and performance concerns
- Develop a forum for discussion of strategic initiatives and continuous improvement opportunities to drive better performance and cost reduction
- Support in project management of implementations and CIs to meet key business objectives
- Develop an understanding of Performance Team systems and customer systems to identify data integrity issues and opportunities to improve
- Support the current expansion of services to New Jersey and Texas as well as the continued future growth with the client into new markets
- Develop strong relationships with planning analysts to support and educate while facilitating a high quality of service
- Establish new relationships with the clients strategic partners to support and identify additional opportunities for Performance Team
- Take lead in identifying and supporting client strategic initiatives
- Responsible for the monthly production of program scorecards
Qualifications:
- Excellent interpersonal and communication skills
- Experience in transload/deconsolidation administration or operations
- Experience in over the road inbound and outbound transportation administration or operations
- Experience in drayage and intermodal coordination
- Ability to establish and maintain effective relationships with management staff, employees, and service providers
- Exceptional problem solving skills and proven experience of relationship management through business change and growth
Physical Requirements and Working Conditions:
25% travel may be required as necessary
Initial training period requires 6 weeks of travel to existing client locations in the U.S.