ISO Customer Service Manager

Heniff Transportation Systems, LLC; St. Louis (MO); On-site; USD 60,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Generous Vacation Time

Company Paid Holidays

401(k) and Roth with Employer Matching

Short and Long-Term Disability

Job summary

Heniff Transportation Systems, LLC is seeking a Customer Service Manager to lead the ISO Depot customer service team, ensure exceptional service delivery, drive customer satisfaction, and strengthen client relationships across touchpoints.

You will oversee operations, develop and optimize service processes, monitor ticket queues and response times, and partner with Sales, Operations, and Quality/Compliance to deliver compliant, efficient depot services, while guiding continuous improvement and

Qualifications

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 5+ years of customer service experience, with at least 2 years in a leadership role.
• Experience in ISO, compliance, certification, or service-based industries is a plus.

Responsibilities

• Oversee customer service team to ensure timely, professional handling of inquiries and issues.
• Monitor CSAT, retention, service quality, and implement improvements based on feedback and trends.
• Collaborate with Sales, Operations, and Quality/Compliance to ensure seamless service delivery and continuous improvement.

Skills

Communication

Problem-solving

Organizational skills

CRM proficiency

Data analysis

Stakeholder management

Education

Bachelor’s degree in Business/Communications or related field

Tools

Salesforce

Depot Software

TMW

Zendesk/Freshdesk/ServiceNow

Job description

Position Summary

The Customer Service Manager at ISO Depot is responsible for overseeing the customer service team, ensuring exceptional service delivery, and driving customer satisfaction across all client interactions. This role plays a critical part in maintaining strong client relationships, supporting ISO compliance service delivery, and continually improving the customer experience.

Duties and Responsibilities

Customer Experience Excellence

• Ensure timely and professional handling of customer inquiries, issues, and service requests.
• Maintain high levels of customer satisfaction (CSAT) and retention.
• Monitor service quality and implement improvements based on feedback and trends.
• Handle escalated customer issues and provide resolution.

Operational Management

• Develop and optimize customer service processes, workflows, and SOPs.
• Monitor daily operations, including ticket queues, response times, and resolution rates.
• Collaborate with cross‑functional teams (Sales, Operations, Quality/Compliance) to ensure seamless service delivery.
• Implement tools and systems to improve efficiency (CRM, ticketing platforms).

Client Relationship Management

• Build and maintain strong relationships with key clients.
• Support onboarding of new customers and ensure smooth service implementation.
• Act as a liaison between clients and internal teams for service‑related matters.

Reporting & Continuous Improvement

• Track and analyze customer service metrics and KPIs.
• Prepare regular reports for leadership on performance, trends, and opportunities.
• Identify process gaps and lead continuous improvement initiatives.
• Ensure compliance with ISO standards and company quality policies.

Job Requirements – Education and Experience

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 5+ years of customer service experience, with at least 2 years in a leadership role.
• Experience in ISO, compliance, certification, or service‑based industries is a plus.

Preferred Qualifications

• 3–5 years of experience in customer service or logistics, preferably in tank container or depot operations.
• Strong knowledge of intermodal tank container services and depot processes.
• Experience with depot management systems (e.g., Tank Container ERP, depot tracking tools).
• Excellent communication, problem‑solving, and organizational skills.

Essential Qualifications

• Industry knowledge (tank container handling, cleaning, testing, and repair).
• Excellent communication and interpersonal abilities.
• Problem‑solving and conflict resolution expertise.
• Highly organized with strong attention to detail.
• Customer‑centric mindset with a commitment to service excellence.
• Proficiency in CRM and customer support tools.
• Ability to analyze data and leverage insights for improvement.

Computer Skills

• Proficiency in customer relationship management systems (e.g., Salesforce, Depot Software, TMW).
• Experience with customer support/ticketing platforms (e.g., Zendesk, Freshdesk, ServiceNow).
• Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to analyze and interpret data using spreadsheets and reporting dashboards.
• Familiarity with quality management or compliance systems is preferred.
• Experience using collaboration tools (e.g., Microsoft Teams, Slack, Zoom).
• Ability to quickly learn and adapt to new software, systems, and technologies.

Language Skills

Ability to read, write, and speak English proficiently.

Physical Demands

• Primarily sedentary work involving prolonged periods of sitting at a desk and working on a computer.
• Frequent use of hands and fingers for typing, phone handling, and operating office equipment.
• Occasional standing, walking, or moving between office areas.
• May occasionally lift and/or move office materials up to 15–20 pounds.
• Visual acuity required for reading electronic documents, analyzing data, and reviewing reports.
• Occasional travel to corporate office and other locations.
• Ability to operate in a constant state of alertness and safe manner.

Work Environment

Office job, may go outside from time to time but rare.

Onsite Benefits

• Medical, Dental and Vision Insurance
• Generous Vacation Time
• Company Paid Holidays
• 401(k) and Roth with Employer Matching Contributions
• Short and Long‑Term Disability Insurance

Equal Opportunity Employer

We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences. Heniff treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes and general treatment during employment, including on the basis of actual or perceived race, creed, color, religion, sex, age, sexual orientation, gender identity and/or expression, alienage or national origin, ancestry, citizenship status, marital status, veteran status, or disability.