Warehouse Operations Manager

2 days ago


Charleston, West Virginia, United States Yusen Logistics Full time
Job Summary
As a Warehouse Coordinator IV at Yusen Logistics (Americas), you will play a pivotal role in providing leadership and guidance to a team. This multifaceted position involves advanced customer support, team management, process optimization, and fostering a customer-centric culture within the department. You will be responsible for ensuring the highest level of customer satisfaction and team performance.

About Us
Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers, and communities – through innovative supply chain management, freight forwarding, warehousing, and distribution services. We are dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected, and creative in making us the world's preferred choice.

Responsibilities
Team Leadership: Provide leadership and direction to a team of Customer Service Representatives. Foster a positive and collaborative team culture, emphasizing accountability and continuous improvement.
• Handle escalated customer inquiries and complaints with a high level of professionalism and empathy. Be an 100% customer-facing employee, often serving as a main point of contact. Handle multiple customer accounts.
• Conduct regular training sessions to enhance the skills of team members. Mentor and coach team members, providing feedback and guidance for professional growth.
• Analyze and resolve complex customer issues, collaborating with cross-functional teams when necessary. Take ownership of customer problems and coordinate efforts for prompt resolution.
• Monitor and evaluate customer interactions to ensure adherence to company policies and service standards. Provide constructive feedback to team members for continuous improvement.
• Generate and analyze reports to track customer service metrics and performance. Utilize data to identify trends, areas for improvement, and opportunities for training.

Qualifications
• High school diploma or GED; additional education or certifications in customer service are beneficial.
• 3 – 5 years' experience in warehouse, customer service, logistics, terminal operations, or related field or equivalent combination of education and experience required.
• Experienced user with Microsoft Office, Excel, and Outlook.

Estimated Salary Range
$65,000 - $90,000 per year, based on location and experience.

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