The Customer Service Manager oversees the Customer Service and Truckload Team, developing processes and systems to meet department and company goals. They handle shipments, customer communication, and coordinate transportation logistics, ensuring efficient supply chain operations. This role is crucial for the department's and MVP Logistics' growth.
Transportation Responsibilities
Ensure all Truckload orders are being built and appointments are scheduled in a timely manner.
All Loads are to be tracked and a minimum of three checks calls in place to ensure on-time pickup, in transit, and delivery status are being completed in TMS real time.
Upload all supporting documents in TMS as needed.
Ensure department invoicing is completed upon delivery.
Responsibilities will cover all modes of transportation as assigned.
Process and Systems Responsibilities
Analyze and optimize logistics processes and workflows to improve efficiency, reduce costs, and enhance service levels.
Gather new account information from MVP Sales onboarding, create SOPs, manage account short term to ensure customer expectations are met; then hand off to appropriate CSR.
Utilize data analytics to monitor key performance indicators (KPIs), generate reports, and make informed decisions to drive improvements in logistics performance.
Maintaining data integrity and support customer service team within our TMS.
Management Responsibilities
Lead and manage a team of logistics personnel, providing training, guidance, and performance evaluations to ensure effective operations.
Address and resolve any issues related to logistics and transportation that affect customer satisfaction, ensuring high levels of service and communication.
Additional tasks as needed to support the logistics coordinator team.
Qualifications
BA / BA degree
Experience working in a customer facing role
2-4 years of relevant experience in a logistics company or a logistics function within a company.
Two (2) or more years previous supervisory experience in a logistics environment.
Strong knowledge of managing as a third-party logistics provider that integrates with the customer to assume their entire logistics function.
Strong leadership ability.
Experience developing, implementing and tracking key performance indicators, including corrective actions to ensure improvements.
Proficiency in Microsoft Office (Word, Excel, Outlook).
A self-motivator and a self-learner with a strong drive to succeed.
Strong analytical and problem-solving skills.
Strong prioritizing, multi-tasking, time management and resource planning skills.
Ability to make calculations such as discounts, freight estimates, dimensional weight, invoices and percentages.
Ability to read and interpret documents such as bills of lading, safety rules, operating and maintenance instructions and procedure manuals.