Customer Service Manager

Maersk; West Valley City (UT); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules

Job summary

Maersk in Utah is seeking a Customer Service Manager to lead a team of service agents and supervisors, shaping world-class support processes for our brands. The role trains and develops staff while driving performance metrics and client satisfaction.

You will partner with the sales team, anticipate client needs, and implement strategies to attract top talent, elevating retention and service quality. This position is on-site in West Valley City, UT.

Qualifications

• Proven ability to build partnerships and work collaboratively toward goals.
• Strong written and verbal communication skills.
• Excellent time management and organizational abilities.
• Proficiency in MS Office applications.
• Maintain enthusiasm and a positive attitude under pressure.

Responsibilities

• Lead the customer service team and supervisors to deliver best-in-class service.
• Provide frequent, comprehensive feedback to staff.
• Handle customer calls with courtesy and professionalism.
• Develop and implement strategies to attract top talent and boost retention.
• Collaborate with sales to support client retention and growth.
• Oversee client reporting and corrective action requirements as needed.

Skills

Partnerships

Interpersonal skills

Time management

MS Office

Positive attitude

Detail oriented

Performance culture

Task management

Accountability

Tools

MS Office

Job description

About Us

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us!

If you are seeking to be a part of a family, this is the place for you!

Position Summary:

The Customer Service Manager is responsible for the development, implementation and optimization of customer and business support processes that will ensure best in class customer experience for the brands we represent. As a leader you will be an expert in articulating the Pilot mission and deeply understand the expectations. This is a hand on management position that will train and develop customer service associates.

Essential Functions:

• Create and monitor department's workflow, training staff, and reviewing metrics and performance of staff
• Provides frequent and comprehensive performance feedback
• Manage a team of service agents and key supervisors
• Handle customer calls, despite the degree of difficulty, in a courteous and business-like fashion
• Delivers legendary world-class customer service and ensures staff does the same
• Continuously work to anticipate client needs based on historical and current business activity and knowledge of client markets
• Create, implement and manage innovative strategies to attract top talent and increase retention
• Responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success
• Be an advocate on behalf of the customer for all business engagements to ensure a consistent and valuable experience
• Work with the sales team on client retention
• Assist account executives with growing current business
• Participate in client QBR's
• Manage any client requested reporting functions
• Assist with client requested corrective action reports

Skills/Competencies

• Capability to build strong partnerships and to work collaboratively to achieve goals
• Demonstrated interpersonal, written and verbal communication skills
• Established time management and organization skills
• Proficiency in MS Office
• Ability to maintain a high level of enthusiasm and a positive attitude
• Detailed oriented and analytical
• Ability to be outcome oriented focused with strong performance culture
• Proficient in managing multiple tasks as the same time
• High standards and clear accountability

Company Benefits:

• Medical
• Dental
• Vision
• 401k + Company Match
• Employee Assistance Program
• Paid Time Off
• Flexible Work Schedules (when possible)
• And more!

Pay Range:

$70,000 - $75,000

*The above-stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].