Logistics Customer Service Manager

Description

Job Summary:

The Logistics Customer Service Manager is responsible for overseeing customer service operations within the logistics department. This role ensures efficient coordination between customers, carriers, and internal teams to provide seamless transportation and supply chain solutions. The ideal candidate will focus on delivering exceptional customer experiences, optimizing service levels, and resolving escalations while improving overall logistics operations.

Key Responsibilities:

• Lead and manage the logistics customer service team, ensuring high levels of customer satisfaction.
• Develop and implement customer service policies, procedures, and best practices to enhance service delivery.
•  Serve as the primary point of contact for customer inquiries, concerns, and escalations related to shipments, deliveries, and transportation issues.
• Monitor and analyze key performance metrics (KPIs) such as on-time delivery, order accuracy, and customer satisfaction scores.
• Work closely with all logistics and transportation teams to address service challenges and ensure smooth operations.
• Proactively identify process improvements and implement solutions to enhance efficiency and reduce costs.
• Train, mentor, and develop customer service team members to enhance their skills and performance.
• Collaborate with sales, operations, and supply chain teams to align customer service strategies with business goals.
• Utilize customer feedback and data to drive continuous improvement in service levels and operational efficiency.
• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in logistics operations.
• Apply Lean principles to drive continuous improvement, reduce waste, and enhance overall operational effectiveness.
• Ensure compliance with industry regulations, company policies, and safety standards.

Qualifications

Qualifications & Skills:

• Bachelor’s degree in business, Logistics, Supply Chain Management, or a related field preferred.
• 5 years of experience in logistics, transportation, or customer service management.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and conflict resolution skills.
• Proficiency in logistics management software and CRM systems.
• Strong communication and interpersonal skills with the ability to interact effectively with customers and internal stakeholders.
• Ability to work in a fast-paced, high-pressure environment while maintaining customer service excellence.
• Knowledge of freight forwarding, transportation regulations, and supply chain processes is a plus.
• Experience in developing and maintaining SOPs.
• Knowledge of Lean principles and continuous improvement methodologies.
• Knowledge of 3PL/4PL managed transportation.
• Experience in multiple modal transportation, including open deck, van, refrigerated, and LTL services. Understanding pricing methodologies and execution of truckload brokerage operations is a must.