Onsite Customer Service Manager, Omnichannel
Onsite Customer Service Manager, Omnichannel
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Job Description
About Flexport:
At Flexport we believe global trade can move the human race forward. Thats why its our mission to make global commerce so easy there will be more of it. Were shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today companies of all sizesfrom emerging brands to Fortune 500suse Flexport technology to move more than $19B of merchandise across 112 countries a year.
The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission solutions and people. Ready to tackle global challenges that impact business society and the environment Come join us.
The opportunity
At the foundation of this mission for Flexport lives Customer Support! Our global customer base is growing and were looking to add passionate organized flexible and customer obsessed Managers to our be considered you will have: a track record of success working as a mentor within a team excellent communication and organizational skills and customer obsession. This is an incredible opportunity for someone who is looking to take the next step in their career on a fun collaborative global team that offers many long-term career growth opportunities.
About the Role
As an Onsite Customer Service Manager you are obsessed with customer success and operational excellence. You are committed to a customer-first approach and excel at building strong relationships with both support teams and operations partners. In this role you will be the specialist in your business segment deeply understanding both Flexports capabilities and the customers business enabling you to drive improvements across the network and lead your team to excellence.
***This role requires onsite attendance 5 days a week at one of Flexports three fulfillment centers: L.A. DFW or Phillipsburg NJ.***
You will:
- Track and analyze performance metrics of onsite teams developing and implementing performance improvement strategies
- Set and manage ramp plans for team performance ensuring consistent growth and development
- Build and maintain strong relationships with operations teams to drive collaborative problem-solving
- Provide regular reporting to the network on team performance and STL metrics
- Serve as the Subject Matter Expert (SME) in your business segment influencing support strategies across the network
- Identify opportunities to reduce ticket generation through root cause analysis
- Partner with Operations to implement process improvements that enhance merchant experience
- Lead and mentor your team while maintaining the highest standards of customer service
- Manage escalations and ensure customer satisfaction through resolution
- Drive standardization and best practices across your team and the broader organization
- Be onsite 5 days per week
You should have
- A Bachelors degree or equivalent experience with 5 years of professional working experience in Customer Service Operations or related field
- 3 years of people management experience
- Strong analytical skills with experience in performance tracking and metric-based decision making
- Proven experience in relationship management and cross-functional collaboration
- Excellence in both written and verbal communication
- Experience in process improvement and change management
- Strong project management capabilities
- Data-driven approach to problem-solving
- Ability to influence without direct authority
- Experience in creating and delivering performance reports
- Adaptability and comfort with rapid change
#LI-Onsite
Commitment to Equal Opportunity
At Flexport our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race color religion sex national origin age physical and mental disability health status marital and family status sexual orientation gender identity and expression military and veteran status and any other characteristic protected by applicable law.
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Required Experience:
Manager
Employment Type
Full Time
