Title:  Customer Service Manager

Job Purpose and Impact

As the Customer Service Manager, you will oversee and guide a team of customer service and logistics professionals to ensure seamless order fulfillment, transportation coordination, and customer satisfaction. You will play a critical role in managing complex customer orders, resolving delivery issues, and optimizing shipping processes to support business growth and operational efficiency.

Key Accountabilities

• Manage and provide coaching and training to team of Customer Service and Transportation&Logistics.
• Partner with team members to decide which tools or systems are appropriate to use for specific customer service environments.
• Coordinate communication with customers regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
• Use broad knowledge of customer service practices and procedures to develop and provide input to tactical customer service strategies for a medium sized customer base.
• Provide input and feedback to define improvement projects and commitments requiring a substantial understanding of customer service practices and procedures for a medium to small team of customer service representatives or supervisors.
• Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.
• Other duties as assigned

Qualifications

Minimum Qualifications

·       Bachelor’s degree in a related field or equivalent experience

·       Minimum of 10 years of related work experience,5 year for supervisory experience

·       Experience leading, advising and making decisions on major customer service activities

·       Provide direction, delegating and removing obstacles to get work done.

·       Build strong customer relationships and delivers customer-centric solutions.

·       Develop and deliver multimode communications that convey a clear understanding of the unique needs of different audiences

·       Other minimum qualifications may apply