ISO Customer Service Manager

Position Summary 

The Customer Service Manager at ISO Depot is responsible for overseeing the customer service team, ensuring exceptional service delivery, and driving customer satisfaction across all client interactions. This role plays a critical part in maintaining strong client relationships, supporting ISO compliance service delivery, and continually improving the customer experience. 

Duties and Responsibilities: 

Customer Experience Excellence 

• Ensure timely and professional handling of customer inquiries, issues, and service requests 

• Maintain high levels of customer satisfaction (CSAT) and retention 

• Monitor service quality and implement improvements based on feedback and trends 

• Handle escalated customer issues and provide resolution 

• Other duties as assigned 

Operational Management 

• Develop and optimize customer service processes, workflows, and SOPs 

• Monitor daily operations, including ticket queues, response times, and resolution rates 

• Collaborate with cross-functional teams (Sales, Operations, Quality/Compliance) to ensure seamless service delivery 

• Implement tools and systems to improve efficiency (CRM, ticketing platforms) 

Client Relationship Management 

• Build and maintain strong relationships with key clients 

• Support onboarding of new customers and ensure smooth service implementation 

• Act as a liaison between clients and internal teams for service-related matters 

Reporting & Continuous Improvement 

• Track and analyze customer service metrics and KPIs 

• Prepare regular reports for leadership on performance, trends, and opportunities 

• Identify process gaps and lead continuous improvement initiatives 

• Ensure compliance with ISO standards and company quality policies 

Job Requirements 

Education and Experience:  

• Bachelor’s degree in Business, Communications, or related field preferred 

• 5+ years of customer service experience, with at least 2 years in a leadership role 

• Experience in ISO, compliance, certification, or service-based industries is a plus 

Preferred Qualifications 

• 3–5 years of experience in customer service or logistics, preferably in tank container or depot operations. 

• Strong knowledge of intermodal tank container services and depot processes. 

• Experience with depot management systems (e.g., Tank Container ERP, depot tracking tools). 

• Excellent communication, problem-solving, and organizational skills. 

 Esse