Senior Customer Service Manager
Job Summary:
The Customer Service Manager will oversee the daily operations of the customer service department, ensuring that clients receive high-quality support, and that customer needs are met in a timely and efficient manner. You will manage a team of customer service and planning representatives, drive continuous improvement in customer service processes, and work closely with other departments (such as Operations, Logistics, and Sales) to maintain high standards of service delivery.
Key Responsibilities:
Team Leadership: Lead, mentor, and develop a team of customer service representatives, fostering a positive and productive environment.
Customer Support Oversight: Ensure timely resolution of customer inquiries, complaints, and issues related to shipments, deliveries, and logistics operations.
Performance Monitoring: Set performance targets for the customer service team, monitor KPIs (Key Performance Indicators), and regularly review team performance to ensure service excellence.
Cross-Department Collaboration: Work closely with logistics, operations, and sales teams to address customer concerns and ensure smooth order fulfillment.
Customer Relationship Management: Develop and maintain strong relationships with key customers, proactively identifying opportunities to improve customer satisfaction.
Training & Development: Design and deliver training programs for the customer service team to improve product knowledge, communication skills, and service quality.
Escalation Management: Handle complex or escalated customer issues that require managerial involvement, ensuring resolution in a timely and professional manner.
Reporting & Analytics: Analyze customer feedback and performance data to provide actionable insights and recommendations for service improvements.
Operational Efficiency: Ensure that the customer service team is aligned with company goals and operational standards while adhering to industry best practices and compliance requirements.
Required Skills & Qualifications:
5+ years of experience in customer service, with at least 2 years in a leadership or management role, ideally in the logistics, transportation, or supply chain industry.
Proven experience in managing and developing teams, with a track record of improving team performance.
Strong understanding of logistics operations, including transportation, warehousing, and distribution processes.
Excellent communication skills, both verbal and written, with the ability to interact with all levels of the organization and customers.
Exceptional problem-solving skills and the ability to handle complex customer inquiries or complaints with professionalism.
Strong organizational and time-management skills, with the ability to juggle multiple priorities.
Ability to work in a fast-paced environment and make decisions under pressure.
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