Customer Service Manager
Customer Service Manager
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Job Description
Job Title: Customer Service Manager
Department: Operations
Reports To: Director of Operations
Location: DFX Metroplex
Position Overview
We are seeking a dynamic people-focused Customer Service Manager to lead our customer service team and champion a culture of service excellence. This individual will be responsible for managing day-to-day operations coaching and developing team members resolving escalated issues optimizing internal processes and building collaborative relationships with both customers and internal stakeholders.
This role requires a strong operational background combined with proven leadership experience. The ideal candidate will facilitate effective cross-departmental communication and ensure high levels of customer satisfaction across all touchpoints.
Key Responsibilities
Team Leadership & Development
- Lead manage and coach the Customer Service team on daily activities and long-term development goals.
- Monitor team performance metrics such as on-time delivery issue resolution time and customer engagement quality.
- Cultivate a collaborative accountable and performance-driven team environment.
Customer Satisfaction & Relationship Management
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Act as the primary escalation point for service-related issues.
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Foster strong customer relationships through frequent communication and proactive service.
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Ensure timely transparent communication to address and resolve customer concerns effectively.
Cross-Functional Collaboration
- Coordinate with internal teams including Driver Management Logistics Planning and Sales to align service delivery with customer expectations.
- Partner with Sales and Executive leadership to support client retention and expansion efforts.
Performance Management & Reporting
- Monitor freight volume trends forecast accuracy and performance against customer scorecards.
- Ensure timely follow-up and compliance on shipment tracking and commitments.
- Refine and implement procedures to drive consistency accountability and corrective actions where needed.
Business Growth & Continuous Improvement
- Contribute to the development and execution of service strategies that support business growth.
- Promote operational efficiency through the implementation of best practices and service innovations.
- Represent the customer service team in broader operational initiatives
Required Skills & Qualifications
Hard Skills:
- Proficient in Transportation Management Systems (TMS) customer portals and tracking technologies.
- Strong data analysis and KPI reporting abilities.
- In-depth understanding of freight operations and transportation logistics.
- Advanced Excel and reporting tool capabilities
Soft Skills:
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Strong leadership and team-building capabilities.
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Excellent communication and interpersonal skills.
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Customer-centric with a focus on proactive problem resolution.
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Strong conflict resolution and decision-making skills.
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Effective time management and the ability to work under pressure.
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Ability to build cross-functional relationships.
Education & Experience
- Bachelors degree in Business Supply Chain Logistics or a related field (preferred).
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Minimum of 5 years of experience in a customer service or operations management role preferably within the transportation or logistics industry.
This role is a unique opportunity to drive meaningful impact through operational excellence and leadership in a fast-paced customer-driven environment.
Company Benefits
Competitive base compensation
Bonus Program
Comprehensive health insurance coverage
401(k) retirement plan
Paid time off (PTO) and holiday benefit
Employment Type
Full Time
