Customer Service Manager

James and James Fulfilment; Columbus (OH); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Telehealth services

Paid time off

Team events

Mental health support

Job summary

James and James Fulfilment in Columbus, OH is seeking a Customer Service Manager to lead our US Client Services team, owning the quality, pace and consistency of ticket resolution across the operation. You will be the escalation point for complex issues, building strong relationships with our largest US clients and using performance data to drive conversations about service, risk and opportunity.

The role oversees KPI health, workload, quality standards, and team development in collaboration

Qualifications

• Proven experience leading a customer service, client services or client resolution team.
• Track record of setting and hitting team KPIs in a high-volume, fast-paced environment.
• Strong people leadership including coaching, performance management and recruitment.
• Excellent written and verbal communication with senior client stakeholders.
• Sharpe investigative and analytical skills, comfortable working with ticket, stock and operational data.

Responsibilities

• Lead, coach and develop the team, setting KPI targets and rebalancing workload against volume, ageing, and SLA adherence.
• Run 1:1s, performance reviews and development plans, and recruiting / onboarding to meet growing demand.
• Reporting team performance, risks and resourcing needs to the Commercial Director.
• Acting as a senior escalation point for complex or high-risk client issues, owning the highest-impact tickets end to end across Operations, Carriers, Tech and Account Management.
• Setting the standard for root-cause investigation, and judging when and how to escalate.
• Owning a portfolio of key US clients as their senior contact, chairing review meetings and agreeing actions from ticket and SLA data.
• Identifying recurring issues and process failures, and owning improvement initiatives from root cause to implementation.
• Feeding ticket insight into commercial and operational planning, and championing best practice.
• Building strong ties with US Operations Carrier and Account Management teams, and aligning standard with UK / EU Client Service Manager on global accounts.

Job description

We're looking for a Customer Service Manager to lead our US Client Services team, owning the quality, pace and consistency of ticket resolution across the operation.

Location:Columbus, OH

Working hours:8.00 am - 4.30 pm, Mon to Fri

You’ll be the point of escalation for complex or high-risk issues, and you’ll build strong relationships with our largest US clients, using performance data and ticket trends to drive conversations about service, risk and opportunity.

You’ll also own the health of the department - KPI's, workload, quality standards and team development - working closely with the Operations, Carrier and Account Management teams in the US and internationally to fix root causes, not just symptoms.

Who are we?

At J&J Global Fulfilment we help hundreds of eCommerce brands grow and scale globally. Our team is fast, supportive and proud of the work we do. We believe in teamwork, respect, safety and celebrating success together. Following a merger at the end of 2025 with QLS Group we are building on our established presence in the UK, Europe and the USA, with our USA operations being one of the most significant growth opportunities within the group.

Why work for us?

• Salary $65K- $75K per year, depending on experience
• Healthcare, dental, vision with generous employer premium
• Company paid BasiCare telehealth, legal, financial, and counselling
• Above average paid time off plus paid sick time
• Team lunches, parties & events
• Mental health first aiders to provide support when you may need it

What you’ll be doing...

• Leading, coaching and developing the team, setting and holding KPI targets, and rebalancing workload against volume, ageing, and SLA adherence
• Running 1:1s, performance reviews and development plans, and recruiting / onboarding to meet growing demand
• Reporting team performance, risks and resourcing needs to the Commercial Director
• Acting as a senior escalation point for complex or high-risk client issues, owning the highest-impact tickets end to end across Operations, Carriers, Tech and Account Management
• Setting the standard for root-cause investigation, and judging when and how to escal
• Owning a portfolio of key US clients as their senior contact, chairing review meetings and agreeing actions from ticket and SLA data
• Identifying recurring issues and process failures, and owning improvement initiatives from root cause to implementation
• Feeding ticket insight into commercial and operational planning, and championing best practice
• Building strong ties with US Operations Carrier and Account Management teams, and aligning standard with UK / EU Client Service Manager on global accounts

What you’ll bring...

• Proven experience leading a customer service, client services or client resolution team - ideally in logistics, fulfilment or eCommerce
• A track record of setting and hitting team KPIs in a high-volume, fast-paced environment
• Strong people leadership - coaching, performance management, recruitment and development
• Excellent written and verbal communication, confident with senior client stakeholders
• Sharpe investigative and analytical skills, comfortable working with ticket, stock and operational data
• Resilience under pressure, and confidence holding others accountable and making escalation calls
• Ability to build trusted relationships across teams, carriers and clients, including internationally

You’ll work in a warehouse office environment, mainly at a desk using a computer, keyboard, and phone. Some light physical activity may be required.

James and James Fulfilment is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, veteran status, or any other legally protected status.

We actively promote fair employment practices and prohibit discrimination in all aspects of employment, including recruitment, hiring, training, promotion, compensation, benefits, and other terms and conditions of employment. Our commitment to EEO extends to ensuring a workplace free from harassment or retaliation based on any protected characteristic

We encourage qualified individuals of all backgrounds and abilities to apply for employment opportunities at James and James and we believe that by embracing diversity and promoting equal opportunities, we better serve our employees, customers, and communities.

Employment is on an at-will basis. This means that employment may be terminated by the employee or employer at any time, for any reason or for no reason, and with or without prior notice. We strive to be an equal opportunity employer that values all forms of diversity in our team. We will not discriminate based on any protected class and believe in an environment based on mutual trust and respect, as well as shared and individual opportunity. We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact us.