Customer Service Manager

Job title: Customer Service Manager

About the Role The Customer Service Manager is responsible for ensuring business retention and development, with both tactical and strategic responsibilities. The role focuses on improving day-to-day execution of the service delivered to accounts and maintaining strong client relationships across origin/destination points.

What You'll Do

• Lead and manage the implementation of any new services in collaboration with the appropriate operational teams at origin/destinations.
• Create, distribute, and maintain Standard Operating Procedures (SOPs) in collaboration with Sales, Operations, and Finance.
• Penetrate organizational structure and develop relationships beyond main points of contact.
• Maintain rates and assess yields on a monthly basis.
• Monitor accounts for timely payments and assist with collections on past due invoices.
• Set up internal reports to monitor performance against critical milestones.
• Immediately communicate any issues or exceptions to Operations; assign corrective action to every issue/complaint and follow up on effectiveness of corrective action to ensure client satisfaction with the resolution.
• Manage and lead business reviews; establish a quarterly review cycle, at a minimum.
• Engage Sales and Operations to participate in client meetings, presentations, and business reviews.
• When necessary, travel within region to visit accounts/account sites and branches to review procedures and maintain customer information/satisfaction.
• Update status of progress on business opportunities.
• Continuously focus on penetrating other areas of the business for additional support and to uncover additional business opportunities.
• Ensure all company policies and regulatory requirements are adhered to.
• Understand accounts’ business strategy, objectives and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints.
• Continuously pursue efficiency and cost reduction measures.
• Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources.
• Create a business development plan with short- and long-term objectives, initiatives and quantified value-added contributions.
• Other duties as requested.

What We're Looking For

• Excellent organizational skills; written and verbal communication.
• Strong customer service, problem-solving and interpersonal skills.
• Result-oriented with the ability to troubleshoot.
• Good analytical and program-management skills; flexible and able to respond easily to changing demands.
• Good interpersonal relationships; able to interact positively and effectively with co-workers, subordinates and supervisors.
• Minimum two years’ experience in the industry, or a related service industry; minimum one-year operational experience in the service(s) the account utilizes.
• Command of Word, PowerPoint and Excel.