Freight Forwarding Customer Service Manager

We offer competitive salary, full benefits package, Paid Time Off, and opportunities for professional growth.
Established in 1981, Orient Express Container (OEC) Group is one of the top freight forwarders in the transportation industry. We provide freight transportation, logistics, and information services to over 50,000 customers through a network of global offices. 
Our employees recognize the impact we make in the global supply chain through staying on top of the ever-changing logistics industry with the goal of delivering quality information and services to our clients.
As a Customer Service Manager, you will be responsible for leading the Customer Service team to produce the best possible results for our clients. The ideal candidate will have previous supervisory experience as well as advanced knowledge of freight forwarding and logistics operations. This role will be responsible for managing Customer Service operations in the local area and will partner with regional Sales, Sales Support, and Operations teams to elevate our customer experience!

Requirements:

• Minimum 5 years' experience in a freight forwarding role is required; preferably in a customer service or operations role.
• Minimum 2 years’ experience in a supervisory or managerial role is required.
• Previous experience using the ERP system, CargoWise One, is required.
• Previous experience handling or selling ocean and/or air services is preferred.
• Proficiency with Microsoft Office including Outlook, Teams, Word, and Excel.
• Clear and effective communication skills.
• Ability to travel (locally) to meet with clients.

• Manage and develop a team of customer service representatives.
• Ensure representatives are up to date on all current industry-related news and regulations.
• Validate and confirm all ocean/trucking/rail/air shipment bookings.
• Prepare regular reports on customer service productivity metrics for local office and individual representatives.
• Identify areas of continuous improvement and generate solutions for new challenges.
• Partner with local and regional Sales Managers to close and retain customer accounts by providing insights into OEC Group’s operations.
• Provide operational support to large and white glove accounts where needed.
• Liaison with other Customer Service Managers in the region to develop and improve standard operating procedures.
• Perform various office management/administrative support duties as needed.

• $85,000 - $125,000/year dependent on transferable experience and education level.

• Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group.
• 10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.
• Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.
• 401K retirement plan with 3% company match.
• Discounted pet insurance - woof! woof! meow!
• Annual performance bonus and mid-year reviews for salary increases.

• Bachelor’s degree or higher is preferred.

OEC Group is an Equal Opportunity Employer

Salary : $85,000 - $125,000