Customer Service Manager

Primary Purpose:

To lead, support, and actively participate in daily Customer Service operations while ensuring accuracy, efficiency, and exceptional service delivery. This role serves as a “working manager,” performing the same duties as Customer Service Representatives while also providing leadership, coaching, and coordination of department activities.

Responsibilities:

• Review, improve and implement Customer Service processes.
  • Overseeing day-to-day customer service operations.
  • Customer point of contact for resolving issues.
  • Customer fulfillment and operational excellence for the facility.
  • Monitor departmental operations and provide feedback and assistance to employees and management.
• Lead performance improvement initiatives in customer service, teamwork, and communications through mentoring and coaching individuals and department.
• Responsible for the effective supervision and scheduling of manpower in the Customer Service department.
• Train and develop Customer Service Employees.
  • Provide resources and support to Customer Service employees to ensure successful completion of their daily duties.
  • Coordinate and work with management to ensure customer requirements are met. Provide guidance to improve customer service.
  • Document employee performance and complete annual Performance Evaluation.
  • Prepare weekly, monthly, quarterly, and annual reports.
• Manage inventory of scale supplies.
• Use Lawson to generate requisitions.
• Other duties as directed.

EDUCATION REQUIREMENTS:

Minimum requirements and any additional preferred education or training:

• Bachelor’s degree, HS diploma with significant experience will be considered.

JOB REQUIREMENTS:

Minimum experience, skills, knowledge, certifications, licenses, competencies, working conditions:

• Supervisory experience.
• Must have solid planning, organizational, and communication skills.
• Must possess a strong customer focus.
• Must have a strong attention detail.
• Must be able to handle multiple tasks.
• Able to work effectively in a fast paced, stressful environment.
• Occasional Terminal yard work in inclement weather.
• May be required to work additional hours to meet the needs of the terminal.
• Solid knowledge of PC systems and related applications.

Preferred experience, skills and knowledgeAbove the minimum requirements; not required but advantageous in this position:

• Lawson experience.
• Galahad experience.
• Terminal supervisory experience.

Supervisory Responsibility

• Manage Customer Service Department personnel.

EQUAL OPPORTUNITY EMPLOYER STATEMENT: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.