Customer Service Manager

APM Terminals; 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 (when possible

And more!

Job summary

Maersk Logistics & Services USA, Inc. is seeking a Customer Service Manager to develop and optimize customer and business support processes, ensuring best in class customer experience for the brands we represent.

This is a hands-on management position that will train and develop customer service associates. You will lead workflow design, monitor metrics, provide feedback, collaborate with sales for client retention, and drive talent attraction and retention strategies to strengthen the service

Qualifications

• Leads and develops the customer service team and processes.
• Creates and monitors department workflow, with training and metrics.
• Provides frequent, comprehensive performance feedback.
• Partners with sales to retain clients and grow business.
• Conducts client QBRs and reports with accuracy.
• Drives talent attraction and retention through innovative strategies.

Responsibilities

• Create and monitor department 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
• 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

Partnership building

Interpersonal communication

Time management

Organizational skills

MS Office

Customer service

Analytical

Problem solving

Team leadership

Performance coaching

Tools

MS Office Suite

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! Maersk Logistics & Services USA, Inc. handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process.Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money.

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

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.

Diversity & Inclusion

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].

Company Overview

A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.