Customer Service Manager
1 month ago
We are seeking a dynamic and experienced Customer Service Manager to lead a team for our client in the Logistics and Transportation industry. This role is integral to ensuring a highquality customer experience and fostering strong relationships with clients. The ideal candidate will be responsible for overseeing daily operations developing team members and ensuring processes meet and exceed both customer and company expectations.
Details:
- Salary: $90k $110k
- Location: Burlingame (Hybrid 3 days in office)
Key Responsibilities:
- Oversee communication between team members account managers and customer contacts.
- Ensure customer satisfaction through regular meetings and involvement in quarterly business reviews.
- Collaborate with management and customers to develop and execute standard operating procedures (SOPs).
- Monitor service failures and manage the corrective action process using Salesforce Incident Management tools.
- Provide prompt and accurate information to the team to ensure alignment with customer expectations.
- Drive positive change to meet company objectives in a dynamic marketplace.
- Manage department compliance with wage and hour laws including time card approvals and scheduling.
- Allocate workloads effectively and manage labor expenses producing monthly KPI reports.
- Provide coaching training and growth opportunities to improve team performance and morale.
- Promote the companys mission and goals creating a positive and motivating work environment.
- Stay updated with industry changes and uphold customer service Level Agreements.
- Conduct regular business reviews using analytics and market intelligence to identify growth opportunities.
Required Skills and Abilities:
- Proficient in advanced computer systems and applications (e.g. MS Office TMS).
- Consistently deliver quality results on schedule with a selfmotivated approach.
- Demonstrated ability to provide worldclass customer service including problemsolving and deescalation skills.
- Strong leadership with a focus on humility respect and promoting a culture of safety and teamwork.
- Excellent communication skills including active listening and negotiation.
- Ability to use independent judgment to identify problems and develop effective solutions.
- Strong organizational skills with the ability to manage priorities and set productivity expectations.
- Experience in managing team performance through training coaching and feedback.
- Analytical skills to manage human financial and operational resources effectively.
Education and Experience:
- Bachelors degree with a minimum of 2 years of supervisory experience in Transportation or an equivalent combination of education and experience.
Remote Work :
No
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