Customer Service Manager

Lineage Logistics; Town of Conklin (NY); On-site; USD 62,000 - 93,000; Full time

Job summary

Lineage Logistics seeks a Customer Service Manager to lead a team of six direct reports, overseeing onboarding, contracts, and day-to-day customer service activities. This is a fully remote opportunity, but candidates must reside within about an hour of the office to attend onsite meetings and training as needed.

You will develop talent, deliver training, and build a connected, high-performing team in a virtual environment.

Qualifications

• Excellent interpersonal and communication skills across all levels.
• Proficient with Microsoft Office Suite; able to manage data entry and reporting.
• Ability to read and interpret policies, procedures, and agreements.
• Strong organizational skills and multi-tasking ability.
• Experience managing remote employees and training programs.

Responsibilities

• Lead a team of six direct reports, providing training and performance feedback.
• Resolve day-to-day customer service issues, including errors and complaints.
• Coordinate with Operations to ensure on-time truck turns and accurate receipt/shipment.
• Manage record retention for bills of lading, PODs, invoices, and credits.
• Enhance productivity through effective use of resources and tools.
• Collaborate with Account Managers to ensure timely customer resolution.

Skills

Interpersonal skills

Communication

Microsoft Office

SAP

Flexibility

Team leadership

Tools

SAP

Microsoft Office

Job description

This is a fully remote opportunity; however, candidates must live within approximately one hour of the office and be available to attend onsite meetings, training sessions as needed. The Customer Service Manager will lead a team of six direct reports who are also expected to be within commuting distance of the office. We are seeking an engaging, people-focused leader with proven experience managing remote employees, developing talent, delivering effective training, and building a connected, high-performing team in a virtual environment. Direct a team of employees in the office department. Manage general office and customer service activities, to include finalizing contracts and onboarding new customers.

KEY DUTIES AND RESPONSIBILITIES

• Manage, train, provide performance feedback and assign duties of direct reports to ensure productivity, efficiency, and effectiveness
• Resolve day-to-day customer service problems including data entry errors, customer complaints, and questions
• May work with Operations Manager to ensure information flow with the warehouse is efficient; to include on time turn for trucks, accurate receipt, and shipment of goods
• May handle record management/retention for bill of ladings, proof of deliveries, invoices, and accounting credits
• Enhance office productivity through proficient use of resources and tools
• Knowledge of SAP preferred
• Strong working relationship with Account Managers for customer resolution timeliness

MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)

• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization
• Proficient computer skills, including Microsoft Office Suite
• Ability to read, analyze, and interpret company policies, procedures, and agreements
• Excellent organizational skills, including the ability to multi-task and prioritize workload
• Strong conflict management skills, including those involving sensitive and complex matters
• Ability to work a flexible work schedule and shift, including weekends if needed

Pay Range

Pay Range: $62,353.20 - $92,900.00

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements. Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members. Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.

Benefits

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.

Lineage helps customers ranging from Fortune 500 companies to small family-owned businesses increase the efficiency and protect the integrity of their temperature-controlled supply chain. In recognition of the company’s leading innovations, Lineage was recognized as the No 1. Data Science company on Fast Company’s annual list of the World’s Most Innovative Companies in 2019, in addition to ranking 23rd overall in an evaluation of thousands of companies worldwide. As part of the Lineage family, you’ll have the opportunity to grow your career as we continually expand, using technology and award-winning innovations, to meet the needs of customers around the world.