Customer Service Operations Manager

5 days ago

Le Mans, Pays de la Loire, United States Customs Goods LLC Full time
Job Summary

We are seeking a highly skilled Customer Service Operations Manager to join our team at Customs Goods LLC. As a key member of our operations team, you will be responsible for driving customer satisfaction through the ownership of daily execution for designated branches, including customer service, technical support, onboarding, order delivery, and warehousing.

Key Responsibilities
  • Drive customer satisfaction through the ownership of daily execution for designated branches, including customer service, technical support, onboarding, order delivery, and warehousing.
  • Produce regular status reports that are audience appropriate to communicate with internal stakeholders.
  • Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution.
  • Ensure all project activities and deliverables are completed on-time, within scope and budget.
  • Drive training & change management.
  • Speak with customers that require high-level escalation.
  • Capture and report data measuring CS practice KPIs across departments.
  • Capture and report data Customer Health scoring and CSS focus.
  • Proactively manage resource plan to ensure resource availability and allocation.
  • Develop and maintain detailed project plans to track and report progress.
  • Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals.
  • Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level.
  • Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities.
  • Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers.
  • Partner with CS Leaders to understand their teams, business units, and goals.
  • Learn all of the existing systems, routines, and cadences that drive our Customer Teams.
  • Examine and understand the full customer lifecycle of customer.
Requirements
  • High school diploma or GED and 2-5 years related experience, with at minimum 2 years of having direct supervisory experience.
  • 3PL experience preferred.
  • Experience in distribution/fulfillment environment is preferred.
  • Knowledge of Microsoft Office/Outlook/ Warehouse Management System (WMS).
  • Have excellent oral and written communication skills.
  • Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
  • Detail oriented with excellent follow-up practices.
  • Must be able to be professional at all time and flexible with changing situations.
  • Upholds organizational values.
Equal Employment Opportunity

Customs Goods LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.

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