Customer Service Manager - 202505
Customer Service Manager - 202505
Posted on :
25-05-2025
Employer Active
1 Vacancy
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Job Description
Customer Service Manager
Location : Surrey BC (100% In-Office)
Reports To: General Manager
About Us
We are a growth-focused non-asset-based third-party logistics (3PL) provider. We take pride in our collaborative culture customer-centric values and relationship-driven approach to business.
Position Overview
We are seeking an experienced and motivated Customer Service Manager to lead our dynamic customer service team and champion an exceptional client experience. In this role you will oversee a team of 68 Customer Service Representatives drive service excellence and continuously improve our processes training and performance standards. You will play a critical role in resolving escalations and will work cross-functionally with sales operations and warehouse teams to ensure smooth communication and exceptional service delivery.
Key Responsibilities
- Lead coach and mentor the customer service team promoting a culture of accountability continuous learning and customer-first thinking
- Develop and implement efficient customer service processes SOPs and best practices
- Identify and act on opportunities for training team development and service improvement
-Team time management Monitor workload and delegate/distribute accordingly to ensure timely completion of the teams daily tasks
- Manage customer escalations professionally and effectively to achieve positive outcomes
- Collaborate with internal departments to resolve service issues and improve end-to-end client experience
- Monitor service levels and team KPIs; generate reports and insights for senior leadership
- Act as a key advocate for the voice of the customer within the organization
Qualifications
- 23 years of customer service or client-facing experience in the 3PL transportation or logistics industry
- Proven leadership experience in a supervisory or management role
- Strong understanding of logistics operations and customer expectations in a 3PL environment
- Excellent communication problem-solving and interpersonal skills
- Proactive solutions-oriented mindset with a focus on continuous improvement
- Familiarity with Truckmate and Salesforce is a strong asset
- Proficient in MS Office (Excel Outlook Word)
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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