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 high-quality 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 company's 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 self-motivated approach.
- Demonstrated ability to provide world-class customer service, including problem-solving and de-escalation 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.
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