Customer Service Manager

Job Description

Our client, a leading company in the transportation and logistics sector, is looking for an experienced Customer Care Manager to oversee their customer service operations. This role is critical in ensuring a seamless customer experience while driving team performance, improving processes, and maintaining service excellence.

The ideal candidate has a strong background in customer service leadership within transportation or related industries, combined with expertise in KPI management and process optimization.

Key Responsibilities

• Lead and manage the Customer Care team to deliver best-in-class service.

• Monitor and achieve key performance targets, including call response time, first-call resolution, and quality assurance.

• Conduct regular team meetings and performance reviews to identify opportunities for improvement.

• Prepare and analyze daily and weekly KPI reports; implement corrective actions as needed.

• Collaborate with cross-functional teams, including Operations and Sales, to resolve issues and support organizational goals.

• Handle escalated customer concerns, ensuring prompt and effective solutions.

• Forecast capacity requirements and manage manpower to meet service levels.

• Identify training needs and work with internal resources to develop team capabilities.

• Contribute to policy development and process improvements to enhance operational efficiency.

Qualifications

• 3+ years of leadership experience in customer service or operations, preferably in the transportation or logistics sector.

• Strong understanding of KPI tracking and performance improvement.

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

• Proficiency in Microsoft Office; experience with transportation management systems (e.g., TMW or similar) is an asset.

• Ability to work in a fast-paced, team-oriented environment.

• Post-secondary education in Business, Operations, or a related field is an advantage.