This position will oversee the customer service department and work closely with operations teams to provide seamless, efficient service to our clients. This role requires a customer-focused leader with a strong understanding of logistics, and the ability to manage complex client relationships. You will be responsible for resolving client inquiries, overseeing day-to-day operations, and ensuring that all customer needs are met in a timely, professional, and effective manner.
Job Responsibilities:
Lead, motivate, and manage the customer service team, ensuring high levels of engagement, performance, and job satisfaction.
Provide coaching, training, and development opportunities to enhance team skills and productivity.
Serve as the primary point of contact for key client accounts, manage escalated customer issues and ensuring timely and effective resolutions while maintaining positive client relationships.
Collaborate with the operations, transportation, and vendors to ensure smooth communication and efficient handling of customer orders and inquiries.
Oversee and manage the end-to-end billing process for all customer accounts, ensuring accuracy, timeliness, and compliance with contractual agreements.
Lead the resolution of customer claims related to logistics services, including damage, loss or other service failures.
Review and ensure that SOPs are regularly updated and that all customer service team members are trained on new procedures or changes.
Job Specifications:
Bachelor's degree in Business, Supply Chain Management, Logistics, or a related field (or equivalent experience).
5+ years of experience in customer service or account management within a logistics or 3PL environment, with at least 2 years in a supervisory or managerial role.
Strong understanding of third-party logistics, supply chain processes, and industry best practices.
Excellent communication, negotiation, and interpersonal skills with the ability to manage complex customer relationships.
Strong problem-solving and conflict resolution skills, with a customer-centric approach.
Perks and Benefits:
Miscellaneous allowance
Parking
Comprehensive Medical Insurance Coverage
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