Customer Service Manager

Southfield, MI

Scope of Position:

  • Responsible for managing, mentoring and overseeing our Customer Service Representatives team.
  • Customer Sales Manager will work alongside sales leadership to support and facilitate the sales & operational functions of the team. Responsible for creating a positive customer experience that is both internally and externally beneficial. The Customer Service Manager will oversee financial reporting, hire and train staff, and grow directly drive revenue growth.
  • Duties include managing and supervising employees, assisting customers, and providing exceptional customer service.
  • This is a key position to the organization which requires not only a flawless execution but also building and maintaining healthy relationships with customers, shippers, customs brokers, carriers (asset-based or brokered) and consignees.
  • The Customer Service Manager is accountable for driving key initiatives to maintain customer requirements and to support the organization to achieve the corporate goals with superior financial results.

Major Duties and Responsibilities:

  • Help with oversight and management of the sales reps on the team including coaching, performance management, and talent flow engagement.
  • Account management at all levels
  • Play an integral part in the team’s forecast process and help drive accountability to those numbers.
  • Support the day to day operations of the team including quoting and selling to new and current clients.
  • Assist with pipeline and RFP strategy for the team.
  • Manages and supervises department employees; responsible for day-to-day supervision and servant leadership
  • Recruiting, vetting, interviewing, and hiring new employees
  • Assisting with customer service and satisfaction
  • Oversees the day to day operations to ensure flawless execution and profitability
  • Optimizes workload across desks
  • Leads employee participation in identifying business process enhancements
  • Fosters an understanding of logistics planning strategies and needs with Supplier Operations, Supplier Performance Management and Logistics Procurement
  • Ensures that the team has a clear understanding of expectations (both strategic and operational)
  • Establish and maintenance of internal and customer-driven KPI’s
  • Coaches and develops team members
  • Participates in service issue escalations with customers and providers
  • Promote a positive and trusting relationship (Internal and External)
  • Develop compliance reports by issuing and reviewing service failures
  • Provide assistance in resolution of claims and disputes, credit and collections
  • Play an integral part in the team’s forecast process and help drive accountability to those numbers.
  • Support the day to day operations of the team including quoting and selling to new and current clients.
  • Assist with pipeline and RFP strategy for the team.

Qualifications and Requirements – Skills, Experience, and Education:

  • 7 years experience working in supply chain management, logistics or related field
  • A strong set of supervisory and leadership skills including talent management, verbal and written communication, collaboration and coaching.
  • Bachelor’s degree or higher with training or relevant experience in supply chain management, logistics, and trade compliance
  • Understand the routing and effective modes of transportation
  • Multi-year track record of driving revenue growth
  • In-depth knowledge of USMCA operations (Supply Chain and Compliance)
  • Ability to create/write and articulate business plans at an executive level
  • Knowledge of required operating systems as well as Excel, Visio, process mapping, access
  • Demonstrated customer service skills and proven interpersonal skills

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