Customer Service Manager (Mon - Fri 8:00am - 4:30pm)

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.

Requirements

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:

• 3–7 years managerial experience
• Bachelor's 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