Customer Service Manager

Description

Franklin Logistics is a local, family owned business started in 1985. Franklin Logistics has expanded to 5 locations in the Chambersburg, PA area and has grown into a premier 3PL provider and industrial developer. With 35 years of experience of supply chain solutions, Franklin Logistics provides warehousing, trans-loading, and transportation for businesses. 

Franklin Logistics takes extreme ownership in our customers’ needs while delivering world class service. We embrace change and are relentless about improvement while investing in our relationships and honoring our commitments. We maintain a fun workplace while being vigilant about employee and customer safety. Franklin Logistics is easy to work with and treats everyone with respect. 

Job Summary:

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team in the logistics industry. The ideal candidate will be responsible for managing customer relationships, ensuring service excellence, and optimizing processes using the Camelot Warehouse Management System (WMS). This role requires strong leadership skills, an in-depth understanding of logistics operations, and the ability to work in a fast-paced environment. The Customer Service Manager is an onsite, full-time, salary exempt position which reports directly to the Office Manager. 

Key Responsibilities:

Customer Service Management:

• Lead and manage a team of customer service representatives, ensuring high levels of customer satisfaction.
• Develop and implement customer service policies, procedures, and standards.
• Handle complex customer inquiries and complaints, providing timely resolutions.
• Develop, monitor, and report on customer service metrics, identifying areas for improvement.

Operational Efficiency:

• Oversee daily operations related to customer service within the warehouse, ensuring efficient order processing and delivery.
• Collaborate with the warehouse and logistics teams to streamline operations using the Camelot WMS.
• Identify and implement process improvements to enhance customer satisfaction and operational efficiency.

Team Leadership:

• Recruit, train, and mentor customer service staff, fostering a culture of collaboration and customer focus.
• Conduct regular performance reviews, providing feedback and development opportunities for team members.
• Ensure that the team meets or exceeds customer service goals.

System Management:

• Utilize the Camelot Warehouse Management System to manage order processing, inventory, and shipments.
• Ensure the customer service team is proficient in using the Camelot WMS, providing training as necessary.
• Monitor system performance and work with the office manager to resolve any technical issues.

Stakeholder Collaboration:

• Work closely with the office, operations, and transportation teams to ensure seamless communication and service delivery.
• Liaise with external customers to address service-related issues and coordinate logistics activities.
• Develop and maintain strong relationships with key clients, understanding their needs and expectations.

Requirements

• Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field preferred.
• Minimum of 5 years of experience in customer service management, preferably in the logistics or supply chain industry.
• Proven experience with the Camelot Warehouse Management System or similar WMS.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and make informed decisions.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint).
• Ability to work in a fast-paced environment and manage multiple priorities.

All employees receive: 

• Paid on the job training 
• A safe, clean, and respectful workplace 
• Opportunity to advance within the organization
• Employee appreciation and engagement events
• Employee recognition and continuous performance feedback  

Full-time employees receive: (after 60 days of successful employment) 

• Paid Holidays and vacation time 
• Paid Time Off for employee’s birthday
• Health, Dental, Vision Coverage, STD, LTD, and additional ancillary options 
• Company Paid Life and AD&D Insurance
• 401k with annual company contribution after one year of employment  

Franklin Logistics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expres