Warehouse Customer Service Manager

JOB SUMMARY

Manage the customer service function for our clients and their network and support scheduling-related activities for inbound/outbound operations, including report to our client.

JOB RESPONSIBILITIES

• Hire, retain and motivate employees to provide exceptional Customer Service and to strive for continuous improvement
• Ensures the CSR has SMART goals aligned with the requirements of the department
• Ensure all claims including freight claims are taken care of in a timely manager for the Client and their customers
• Coordinate and supervise daily/weekly/monthly activities of team members
• Coordinates daily reporting to the client
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment.
• Key liaison between Neovia and our clients to partner cross functionally within the organization to optimize customer service delivery and resolve any customer inquiries
• Manages customer relationships regarding transportation carriers for customer pickups
• Effectively handle all inquiries to ensure customer/consumer satisfaction by supporting Neovia’s Key Performance Indicator’s (KPIs)
• Enter, track and analyze customer orders to maintain the highest service levels for the customer
• Maintain working knowledge of all client products
• Provides consistent positive constructive feedback to team members through effective coaching and training
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• Impact of work is most often at the local level
• Travel to other locations up to 30% of the time
• Other duties as assigned by management

QUALIFICATIONS

• Bachelor’s degree in a related field
• 5+ years related experience
• SAP experience is preferred
• Understanding of how customer service operations affect distribution environment and their effect on financials
• Creative problem solver with the ability to communicate effectively and persuasively with a broad range of people including, customers, managers, and other employees
• Team oriented with proven leadership skills
• Strong negotiation and organizational skills are required
• Ability to remain calm and professional under pressure
• Strong communication skills both written and verbal
• Ability to maintain confidentiality
• Ability to review and analyze appropriate data to effectively communicate business performance with keen attention to detail

PHYSICAL REQUIREMENTS

• Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO