Customer Service Manager (Mon - Fri 8:00am - 4:30pm)
Customer Service Manager (Mon - Fri 8:00am - 4:30pm)
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Job Description
RK Logistics Group is seeking a Customer Service Manager who sees every challenge as a chance to raise the bar for customer service. The Customer Service Manager plays a key leadership role in delivering exceptional customer experience by guiding a team of representatives leads and supervisors. This position ensures that customer interactions are handled with professionalism empathy and efficiency while also meeting internal performance goals. The manager provides hands-on coaching and development to support team success and foster a culture of continuous improvement. In addition to aligning daily operations with service level expectations the role involves identifying opportunities to enhance service delivery collaborating cross-functionally to resolve issues and streamlining processes that impact the customer journey. A strong emphasis is placed on employee engagement training and creating a supportive environment where team members are empowered to grow and contribute to a customer-first culture.
Key Responsibilities and Duties:
- Collaborate with cross-functional teams to define operational strategies that enhance service delivery and exceed customer expectations
- Implement LEAN practices and quality management systems to ensure consistent high-quality outcomes that build customer trust and loyalty
- Assign duties and organize workloads to ensure timely accurate execution of customer orders and service commitments
- Continuously assess and improve processes to enhance efficiency reduce errors and elevate the customer experience
- Train and coach associates to deliver exceptional service and uphold company standards in quality and responsiveness
- Foster a safe supportive work environment that empowers employees to resolve issues quickly and professionally
- Supervise staff in alignment with company policies and customer service standards
- Lead start-up and improvement initiatives that directly impact customer satisfaction and operational excellence
- Maintain clear up-to-date process documentation to ensure consistency in customer-facing operations
- Monitor KPIs related to quality delivery and responsiveness to proactively address customer concerns
- Provide regular updates on performance metrics including customer satisfaction indicators
- Build and maintain strong customer relationships through proactive communication and successful site visits
- Promote a customer-first culture by leading with integrity responsiveness and a commitment to continuous improvement
- Perform all other assigned duties
Abilities:
- Lead cross-functional teams and drive organizational change
- Resolve complex issues with a customer-focused approach
- Communicate effectively across all levels of the organization
- Adapt quickly and flexibly to shifting priorities and evolving customer needs
- Comprehend and complete documentation such as checklists forms and reports
- Interpret and follow both written and verbal directions with accuracy
- Collaborate effectively in team settings with the ability to both lead and follow as needed
Qualifications and Skills needed:
- 37 years managerial experience
- Bachelors degree or equivalent in business or industrial management (preferred)
- Proficient in SAP and other enterprise resource planning platforms
- Familiar with Agile Arena and related systems
- Advanced skills in Microsoft Office Suite including Excel (pivot tables formulas data analysis)
- 3.5 years of experience in logistics or related industry
- Financial Business and Strategic Management
- Warehouse Transportation and Supply Chain Knowledge
- Safety Security and Quality Management
- Project and Change Management
- Human Resources (Technical and Strategic Integration)
- Customer Relationship Management (CRM/ERP/MRP systems)
- Leadership Employee Development and Team Collaboration
- Communication and Problem Solving
RK Qualities
- Adherence to all RK Safety Quality ISO and HR policies and standards
RK Logistics Group will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check if RK Logistics Group is concerned about conviction that is directly related to the job you will be given the chance to explain the circumstances surrounding the conviction provide mitigating evidence or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting Description
Required Experience:
Manager
Employment Type
Full-Time
