What are the responsibilities and job description for the Customer Service Manager, Commercial position at Planes Companies?
The Company:
We are a global company with local values. What started with a single truck in 1921 in Cincinnati, Ohio has become a third-generation, family-owned business. Our goal is to move our customers to their next big milestone. Whether that's helping a person move one block or solving complex supply chain problems, we're here to help you move forward with confidence.
The Role:
The Role:
The Commercial Customer Service Manager will lead a team of coordinators focused on delivering exceptional customer service to commercial clients. As a key member of the Product Line Leadership Team, this individual will play a vital role in driving a proactive, uniform, consistent, and compliant business process that supports the company’s sales, administrative, operational, and financial objectives. The Commercial Customer Service Manager will be instrumental in fostering a high-performance culture, ensuring team effectiveness, and enhancing customer satisfaction.
- Team Leadership: Hire, train, and develop customer service teams, providing ongoing feedback and career support while fostering a proactive, customer-focused culture.
- Strategic Alignment: Represent customer service on the product leadership team, ensuring alignment with business strategies and optimizing team deployment for efficiency and coverage.
- Process Improvement & Compliance: Standardize and refine SOPs for onboarding, order registration, service management, and communication workflows. Act as the Movers Suite SME to enhance system usage and accountability.
- Relationship Management: Maintain strong collaboration with internal teams, vendors, and customers, support Sales in onboarding, and ensure client service level agreements (SLAs) are met.
- Customer Feedback & Reporting: Analyze feedback, identify root causes, and drive process improvements while monitoring interactions and generating performance reports.
- Problem Resolution: Ensure prompt and effective handling of customer inquiries and complaints.
- Administrative & Project Support: Train teams to manage project control documentation and provide administrative support for LINK project setup and administration.
- Invoicing & Financial Accuracy: Oversee accurate, timely invoicing and third-party billing while supporting collection efforts and managing department budgets.
- Brand Support: Develop strategies to enhance the brand’s reputation and increase online reviews.
Qualifications:
- High school diploma or GED required.
- Bachelor’s degree in business or related field or equivalent relevant work experience preferred.
- 5 years’ customer service leadership role in labor service-based business preferred.
- Strong communication skills for collaborating with cross-functional teams and presenting findings.
- Attention to detail and ability to work under tight deadlines.
- High level of organization and time management.
- Industry-specific experience preferred
Pay & Benefits:
This is a full-time position that comes with a comprehensive benefits package and a competitive salary commensurate with experience. Benefits include:
This is a full-time position that comes with a comprehensive benefits package and a competitive salary commensurate with experience. Benefits include:
- Competitive Pay: $55,000 - $65-000
- Health, dental, and vision insurance
- Life and disability insurance
- Accident, critical illness insurance
- 401k retirement plan
- Paid time off and paid holidays
Conditions:
- Full-time position.
- Generally, Monday through Friday, first shift. Occasional overtime as necessary, including nights and/or weekends.
- Must be able to sit at desk for extended periods of time
- Max lift 35 lbs
At Planes, everything starts with culture. Our TEAM culture is part of our DNA: it's evident in how we speak, in the choices we make, and in how we interact with our customers and with each other. We prioritize our culture because we know it's what makes us different - and it's what drives us to grow, and evolve, together.
Salary : $55,000 - $65,000
