Customer Service Manager

Jobtailor

Town of Lancaster (NY)

On-site

USD 85,000 - 115,000

Full time

14 days+

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Job summary

Jobtailor in Town of Lancaster, NY, is seeking a Customer Service Manager to lead a team of 10-15 and drive service excellence across logistics operations. You will coordinate with site leaders, manage escalations, and mentor staff while aligning with budget and KPI targets.

The role requires leadership in logistics, strong communication, and a commitment to process improvement within a fast-paced environment.

Qualifications

Must have a high school diploma or GED.
2 years' experience in a leadership role involving customer service.
Experience as Logistics Service Provider Department Manager.
Understanding of logistics services including order management and cost optimization.
Proficiency with MS Office and Warehouse Management Systems (WMS).
Excellent communication and ability to handle conflict and maintain client relations.
Ability to work in unregulated warehouse temperatures; multi-language skills preferred.

Responsibilities

Manage and build client relationships at the site level.
Oversee inbound, picking, packing, VAL, and outbound processes and client communications.
Lead and supervise Customer Service Team Leaders and staff of 10-15.
Serve as escalation point for client requests and complaints.
Deploy and improve policies and procedures with Supervisors and CSRs.
Coordinate with Operations Manager to meet service levels and KPIs.
Provide input for budget, costs, and invoice input; monitor KPIs.
Organize staff meetings and drive continuous improvement.
Foster staff development and morale; lead performance reviews.
Communicate changes and disruptions to stakeholders and clients.

Skills

Leadership

Customer Service

Communication

Team Development

Logistics

P&L Management

Education

High School Diploma

Bachelor's Degree

Tools

MS Office

WMS

Job description

Manage and build client relationships at the site level
Oversee inbound, picking, packing, VAL, and outbound processes and client communications
Oversee the work and output of Customer Service Team Leaders
Serve as the escalation point for client requests and complaints
Become a subject matter expert on company products, processes, and the logistics industry
Deploy and improve policies and procedures by managing and guiding supervisors and customer service representatives
Work with the Operations Manager to meet service levels for spot quotes, booking capture, shipment monitoring, billing issue resolution, service metrics, reporting, and data entry
Work with site leaders to meet KPI targets
Handle high-priority escalation calls requiring coordination across teams and departments
Conduct staff meetings and drive continuous improvement
Guide staff and assign tasks to Customer Service employees
Foster career development, best practices, and employee morale
Relay recurring issues to the General Manager
Monitor logistics-process changes and manage disruptions and related stakeholder communications
Coordinate the Customer Service team with other internal teams
Calculate production costs and provide input for invoice creation
Provide input for the annual budget
Set up and maintain process flows and work instructions
Improve company processes and services continuously
Maintain internal and external communications regarding escalations, customer visits, customer needs, complaints, status updates, cycle counting, quality, and commercial topics
Manage exceptional operational customer challenges and requests
Organize Operational Review Meetings and Business Review Meetings with key customers
Participate in contract discussions and negotiations
Supervise execution from qualitative and quantitative perspectives and initiate corrective actions
Coordinate Customer Service department staffing
Conduct staff performance review meetings
Lead, develop, and coach a team of 10-15 employees
Work overtime as dictated by business needs
Perform other duties as assigned

Requirements

Must have a high school diploma or general education degree (GED)
2 years' experience in a leadership role involving customer service or equivalent combination of education and work experience
Experience as a Logistics Service Provider Department Manager
Complete understanding of logistics services, including order management, movement scheduling, customs brokerage, monitor and control services, cost optimization, and industry-specific requirements
Ability to work in unregulated warehouse temperatures during warmer and colder months
Basic knowledge of WMS (Warehouse Management Systems)
Proficiency in MS Office applications
English reading, writing, and verbal skills
Intermediate to advanced accounting and financial mathematics skills related to managing a P&L and preparing site/operational budgets
Excellent communication skills and ability to deal with clients tactfully and efficiently
Ability to handle conflict and pressure, set priorities, and maintain a positive customer service image
General understanding of supply chain management and logistics
Ability to lift/carry and push/pull 21-50 pounds
Preferred: 4-year college degree; equivalent experience or combination of education and experience will be considered
Preferred: 5 years' experience in a leadership role in logistics/distribution/supply chain environment
Multi-language knowledge preferred

Core Competencies

Demonstrates expertise in logistics services, including order management and cost optimization, while effectively managing customer service teams and fostering client relationships. Proficient in financial mathematics and budget preparation, with strong communication skills to handle escalations and improve operational processes.

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