Customer Service Manager

Our Client, a well-established 3PL organization, is looking for an experienced Customer Service Lead to join the team. This person will be responsible to drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.

Responsibilities:

• Ensure all project activities and deliverables are completed on-time, within scope and budget
• Drive training & change management
• Speak with customers that require high-level escalation
• Capture and report data measuring CS practice KPIs across departments
• Capture and report data Customer Health scoring and CSS focus
• Proactively manage resource plan to ensure resource availability and allocation
• Develop and maintain detailed project plans to track and report progress
  
  

Qualifications:

• High school diploma or GED and 2-5 years related experience, with at minimum 2 years of having direct supervisory experience
• 3PL experience preferred
• Experience in distribution/fulfillment environment is preferred.
• Knowledge of Microsoft Office/Outlook/ Warehouse Management System (WMS)
• Have excellent oral and written communication skills
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).