What are the responsibilities and job description for the Logistics Customer Support Manager position at Spartan Carrier Group?
Job Summary:
The Customer Support Manager will oversee customer operations within the Spartan operations department, ensuring efficient and effective day-to-day performance. This role involves coordinating with other departments and maintaining a strong relationship with our valued customer. The ideal candidate will have a strong background in logistics and supply chain management, excellent communication skills, and a passion for problem solving. This person wills serve as the account manager which will require internal and external communication even outside of regular business hours.
Key Responsibilities:
- Act as the primary point of contact for our customer, addressing their needs and resolving any issues promptly.
- Monitor and analyze customer service performance metrics, identifying areas for improvement.
- Handle complex and escalated customer issues, providing effective solutions.
- Work closely with our Operations Management Center to ensure our customers routes run according to their established standards as well as help establish standards as changes arise.
- Work closely with our Field Operations team to ensure we have the correct resources to successfully execute our customers’ routes.
- Support our drivers by ensuring good standards exist for their primary account and facilitate day-to-day for best execution.
- Prepare regular reports on customer activities, including performance metrics and day-to-day activities.
- Collaborate with other departments to identify continuous improvement opportunities.
- Stay updated on industry trends and best practices to continuously improve customer service operations.
- Ensure compliance with company policies and customer standards.
- Support with other duties that may be assigned by your department director.
Contingency Management:
Develop and implement contingency plans to manage and mitigate risks and disruptions in the logistics chain for our customer.
Coordinate with relevant stakeholders to resolve operational issues swiftly.
Qualifications:
Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or 4 years equivalent experience.
Minimum of 5 years of experience in logistics or operations management, with at least 2 years in a supervisory role.
Strong leadership skills and go-getter attitude.
JIT Logistics experienced strongly preferred.
Excellent problem-solving and decision-making abilities.
Proficiency in logistics management software and Microsoft Office Suite.
Strong analytical skills and the ability to interpret data.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced and dynamic environment.
