Customer Service Manager - Logistics & Operations

Socket.dev; Bolton; On-site; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Health and dental benefits

Employee engagement events

Job summary

Titanium Transportation Group is seeking a Customer Service Manager to lead and develop the Customer Service team, acting as the primary liaison between customers, operations, dispatch, drivers, and leadership to ensure satisfaction and operational excellence.

You will coach staff, manage escalations, monitor service metrics, and drive continuous improvement while maintaining accurate records and using TMW to support shipment visibility and reporting.

Qualifications

• Minimum 5 years of customer service experience in transportation/logistics.
• Minimum 3 years of leadership or supervisory experience.
• Post-secondary education in Business, Logistics, Supply Chain, or related field is considered an asset.
• Experience managing and developing customer service teams.
• Strong understanding of transportation operations and customer service best practices.
• Experience with TMW or other Transportation Management Systems is considered an asset.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Proven ability to manage multiple priorities and drive results in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Oversee daily customer service operations and ensure timely, professional communication with customers through phone and email.
• Act as the primary escalation point for complex customer inquiries, service failures, and shipment-related issues.
• Build and maintain strong customer relationships through proactive communication and effective issue resolution.
• Collaborate with Dispatch, Operations, Drivers, and other internal stakeholders to ensure customer expectations are met.
• Monitor and report on customer service performance metrics, service levels, and team productivity.
• Manage team scheduling, workload distribution, attendance, and vacation planning.
• Review customer feedback, identify trends, and implement continuous improvement initiatives to enhance service delivery.
• Ensure accurate maintenance of customer records, databases, reporting, and shared documentation.

Skills

Leadership

Customer service

TMW system

MS Office

Communication

Education

Business / Logistics degree

Tools

TMW

Job description

Titanium Transportation Group is seeking a Customer Service Manager to lead and develop the Customer Service team, acting as the primary liaison between customers, operations, dispatch, drivers, and leadership to ensure satisfaction and operational excellence.

You will coach staff, manage escalations, monitor service metrics, and drive continuous improvement while maintaining accurate records and using TMW to support shipment visibility and reporting.