Warehouse Customer Service Manager
Warehouse Customer Service Manager
Neovia Logistics
Fullerton, CA
See who Neovia Logistics has hired for this role
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
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
- 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
- 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.
- Salary Range: $90,400-$135,600
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Other -
Industries
Transportation, Logistics, Supply Chain and Storage
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