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Job Purpose and Impact

As the Customer Service Manager, you will oversee and guide a team of customer service and logistics professionals to ensure seamless order fulfillment, transportation coordination, and customer satisfaction. You will play a critical role in managing complex customer orders, resolving delivery issues, and optimizing shipping processes to support business growth and operational efficiency.

Key Accountabilities

• Manage and provide coaching and training to team of Customer Service and Transportation&Logistics.
• Partner with team members to decide which tools or systems are appropriate to use for specific customer service environments.
• Coordinate communication with customers regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
• Use broad knowledge of customer service practices and procedures to develop and provide input to tactical customer service strategies for a medium sized customer base.
• Provide input and feedback to define improvement projects and commitments requiring a substantial understanding of customer service practices and procedures for a medium to small team of customer service representatives or supervisors.
• Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.
• Other duties as assigned

Qualifications

Minimum Qualifications

·Bachelor’s degree in a related field or equivalent experience

·Minimum of 10 years of related work experience,5 year for supervisory experience

·Experience leading, advising and making decisions on major customer service activities

·Provide direction, delegating and removing obstacles to get work done.

·Build strong customer relationships and delivers customer-centric solutions.

·Develop and deliver multimode communications that convey a clear understanding of the unique needs of different audiences

·Other minimum qualifications may apply