Remote Logistics Customer Service Manager - KPI-Driven

BizForce; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Permanent WFH

Leave Credits

Monetary Allowance

Annual Bonus

Weekly Paychecks

Fixed Weekends Off

Thriving Culture

Specialized Training

Competitive Salary

Job summary

BizForce seeks an experienced Customer Service Representative Manager to lead a CSR team within the logistics and transportation sector. You will drive service performance, quality, and customer satisfaction while coordinating with dispatch, operations, and warehouses to meet service levels.

The ideal candidate has 3+ years in managing CSR teams, a strong background in logistics, and a proven ability to develop personnel, track KPIs, and implement process improvements in a remote or distributed

Qualifications

• 3+ years of experience managing or supervising a customer service team in logistics/transportation.
• Strong understanding of logistics and transportation CS operations.
• Experience coaching, mentoring, and developing CSR teams.
• Experience tracking and improving customer service KPIs and performance metrics.
• Proficiency with CRM, ticketing, transportation management systems.
• Ability to collaborate with operations and cross-functional teams.

Responsibilities

• Lead and supervise a team of Customer Service Representatives.
• Oversee day-to-day operations and ensure timely resolutions.
• Escalate complex issues and manage service disruptions.
• Monitor performance against key metrics like response and resolution time.
• Coach and develop CSR team through feedback and training.
• Establish and maintain CS processes and standards.
• Collaborate with dispatch, operations, and warehouse teams to resolve issues.
• Provide customers with accurate shipment updates and delivery statuses.
• Identify recurring issues and propose process improvements.
• Monitor staffing and workload to meet operational needs.
• Prepare and analyze CS reports for management.
• Support hiring, onboarding, and performance management.

Skills

Team leadership

CSR management

Logistics knowledge

KPI tracking

CRM systems

Cross-functional collaboration

Remote team management

Process improvement

B2B logistics experience

Tools

CRM systems

TMS platforms

Ticketing systems

Dispatch software

Job description

BizForce seeks an experienced Customer Service Representative Manager to lead a CSR team within the logistics and transportation sector. You will drive service performance, quality, and customer satisfaction while coordinating with dispatch, operations, and warehouses to meet service levels.

The ideal candidate has 3+ years in managing CSR teams, a strong background in logistics, and a proven ability to develop personnel, track KPIs, and implement process improvements in a remote or distributed