Title: Warehouse Customer Service Manager
Description:
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
- Salary Range: $90,400-$135,600
- #LI-JP1
Req ID:
20083
Zip Code:
92831
Facility:
US-CA-Fullerton (451)
Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles