Customer Service Manager
1 month ago
Job Overview:
We are looking for a Customer Service Manager to join our Customer Service Operations team. The Customer Service Manager will assume all supervisory duties and responsibilities for both the Customer Service Representatives and Customer Service Assistants. Th Customer Service Manager will take an active role in customer engagement, account cultivation, action plan development and execution, scorecard reviews, and work closely with the Director, Sr. Director, and Strategic Account Executives to provide our customers with a world class customer service experience.
Qualifications:
* Bachelor's degree preferred.
* Good working knowledge of computer/PC software (WORD, EXCEL).
* Excellent communications skills
* Ability to handle multiple priorities.
* Ability to handle and maintain confidential information.
* Career Path graduate or Logistics Management trainee preferred.
Responsibilities:
* Responsible for managing team of 8-12 associates.
* Review, approve/deny, submit hours to payroll on a timely basis while managing overtime.
* Provide daily/weekly direction to staff based on balance needs, and customer demand.
* Ensure staff is properly trained to provide world class customer service.
* Facilitate additional training (as applicable) to promote the development of staff.
* Address performance and behavioral issues to enhance collaboration and build high performing team.
* Serve as an escalation POC for customers.
* Address customer concerns, potential retention issues, and operational problems, while working to strengthen customer relationships and identify new business opportunities.
* Oversee high-profile loads, and accounts.
* Communicate and escalate service failures or delays accordingly.
* Actively participate in service/scorecard discussions. Actively participate in formal and informal business reviews.
* Collaborate with leadership and sales, in development, communication, and execution of improvement action plans as necessary.
* Provide coverage for staff (as necessary) during times of illness, PTO, training, etc.
About Us:
Our MISSION is to be the transportation solutions provider of choice for our customers which enables them to move their products to their customers safely, timely and cost effectively.
Epes Transport System, LLC is the largest truckload carrier based in NC.
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