Customer Service Manager

2 weeks ago

Rancho Cordova, California, United States ACERTUS Full time
About the Role

We are seeking a highly skilled Customer Account Manager to join our team at ACERTUS. As a key member of our logistics operations, you will play a crucial role in fostering strong client relationships, driving business growth, and ensuring the successful delivery of logistics solutions tailored to our customers' needs.

Key Responsibilities
  • Monitor employee productivity and provide constructive feedback and coaching.
  • Organize workflow and ensure that employees understand their duties or delegated tasks.
  • Manage portfolios, regions, or lanes properly under company policies and guidelines.
  • Develop new strategies to streamline processes and reduce costs.
  • Ensure quality, quantity, customer satisfaction, and financial commitments are met.
  • Perform metrics reporting and data analysis tasks to identify issues and opportunities for process improvements.
  • Collaborate with various departments, including accounting, to ensure month-end audits are accurate.
  • Implement new tools, processes, and procedures to improve overall team efficiency.
  • Responsible for ensuring client service level agreements are being met.
  • Conduct routine client meetings to assess and evaluate performance metrics as necessary.
  • Resolve escalated issues from the dispatch team, such as upset drivers and customers.
  • Collaborate with IT to ensure enhancements and issues are resolved in a timely manner.
  • Ensure adequate account support based on capacity and availability of team, including approving PTO requests, reviewing and approving timesheets, and managing coverage schedules.
  • Partner with the People & Culture team to manage people processes, including conducting interviews, assisting with onboarding and new hire training, and employee coaching and development.
Requirements
  • High school diploma or equivalent; associate's degree in business or a related field is a plus.
  • 3 years of proven experience in a similar role, preferably within the transportation or logistics industry.
  • Prior customer service experience preferred.
  • Strong attention to detail and accuracy.
  • Excellent communication and interpersonal skills.
  • Proficiency in using order entry software and Microsoft Office Suite.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Knowledge of transportation industry practices and regulations is advantageous.
Benefits

At ACERTUS, we believe that our employees are our greatest asset. Our benefits include:

  • Medical, Dental, and Vision Insurance benefits start on the 1st day of the month following your start date.
  • Company Paid Time Off.
  • 8 Company Paid Holidays.
  • 401(k) with auto-enrollment at 3% on the 1st day of the month following your start date.
  • Casual Dress Code.
About ACERTUS

ACERTUS is an automotive logistics company specializing in vehicle lifecycle solutions. Our client-centric model is enabled by our people, processes, and innovative technology that are a differentiator in the industry. Our comprehensive portfolio of services is designed to provide solutions throughout the lifecycle of a vehicle. We offer a full suite of vehicle transportation services, customizable technology, home delivery and pickup, a national title and registration platform, plus compliance services, and a growing vehicle storage footprint throughout North America. ACERTUS - Relentless Drive to Deliver.

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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