Ground Customer Service Manager

Description:

Do you have the eye of a bold eagle, the concentration of a hunting lioness, the social skills to work and communicate with a team? Well, you may be the Customer Service Manager we are looking for. Your mission will be responsible for leading and managing the Customer Service Department in a station to ensure a high level of service, and efficient and timely delivery of outbound shipments, including the organization's performance to customer specific metrics and goals, as well as special needs dictated by the client. Models and acts in accordance with our guiding principles and core values.

WHAT ARE YOU GOING TO DO?

Provide leadership and direction for the customer service department to ensure a high level of service and efficient and timely delivery of outbound shipments.

Manage performance to meet customer specific metrics and goals, as well as special needs dictated by the client.

Coordinate with station and operations management to ensure optimal cargo flow and planning.

Analyze, manage and respond to customer inquiries and complaints.

Work collaboratively with station and operations management and sales to resolve customer issues and develop and implement corrective action plans.

Control costs with focus on improving yield through collaboration with other internal operating teams.

Compile research data to develop training modules and tools.

Distribute materials, plan and monitor implementation and results.

Ensure all data and recordkeeping are accurate and timely maintained.

Oversee and manage the professional development and productivity of staff members to ensure proper goals, training, development and project requirements are met.

Conduct annual performance reviews for all staff within department and address all employee performance problems promptly and directly in accordance with personnel policies.

Keep abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking and participation in professional organizations.