Logistics Operations Lead - Customer Success & Team Growth

CBX Global; Jacksonville (FL); On-site; USD 50,000 - 75,000; Full time

Job summary

CBX Global in Jacksonville, FL is seeking a Logistics Coordinator Manager to lead the CST team, ensure efficient operations, and elevate customer satisfaction.

You will develop service procedures, monitor progress, manage resources within budget, and mentor agents while maintaining a productive work environment.

Qualifications

• Experience managing a team in freight forwarding or logistics.
• Strong leadership and people management abilities.
• Excellent communication skills with internal and external stakeholders.

Responsibilities

• Lead and mentor the CS team to deliver high-quality service and drive growth.
• Oversee station reports, payroll updates, and timely invoicing and billing processes.
• Coordinate weekly meetings across departments, manage vendor relations, and resolve escalations.

Skills

Customer Service

Leadership

Problem-solving

Strategic thinking

Multitasking

Work under pressure

Verbal and written communication

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time JAX OFFICE, Jacksonville, FL, US

14 days ago Requisition ID: 1092

Salary Range: $50,000.00 To $75,000.00 Annually

Job Description: The Logistics Coordinator Manager's role is to provide excellent customer service and to promote this idea throughout the organization. They aim to keep the department running efficiently and profitably, increase customer satisfaction, loyalty, and retention, and meet their expectations.Responsible for effectively using resources and leading the CST team, creating a healthy and productive work environment, and promoting continuous improvement culture. In charge of solving problems, setting team goals, and monitoring progress.

Responsibilities:

• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers' issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of the industry's developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
• Prevent conflict where possible and resolve it when it does arise by setting ground rules and assigning tasks.
• Coach members on achieving goals and developing necessary skills that get results. Coaching involves developing team members' performance, offering feedback, and demonstrating the desired skills and expected work ethic.
• Identify the team's strengths and weaknesses.

Duties:

• Responsible for implementing new company and system changes within the team.
• Develop station projects as needed and assigned.
• Reports: Monitor station reports daily. Generate reports as needed for upper management. Generate monthly container reports.
• Provide EOM information to upper management.
• Payroll: Responsible for revising and updating timecards and approving OT, following guidelines. Responsible for supporting PTO, planning with backup CSA, and scheduling in the calendar.
• Ensure a timely response to all email communications.
• Communicate with customers, vendors, and co-workers through a high volume of emails.
• Resolve escalations from customers, vendors, and the team.
• The Fence: Make sure to follow the guidelines in place. Request updated quote/SOP from all sales representatives. Enforce SOPs with the team to follow.
• Meet with the sales representative to revise customer expectations on their accounts.
• Assign new accounts to CSA depending on segment and volume.
• Cross-training and reassigning accounts within the team, ensuring different CSA learn how to handle different segments.
• Team Meetings: Coordinate weekly meetings with the CS team. Coordinate one-on-one with all team members to provide feedback and implement necessary corrections. Monitor CSA performance to evaluate and prepare periodic reviews.
• Coordinate weekly meetings with different departments, provide feedback, brainstorm, and solve problems.
• Billing: Ensure that all CSA deliver their cost sheets promptly and that the billing clerk invoices promptly and send invoices accordingly. Approve PIA customers and follow up with CSA to ensure payment is collected. Approve credits after analyzing if applicable, and make sure the shipment is invoiced accordingly; audit station files.
• Vendors: Maintain strong relationships with vendors and address any issues. Update KPI report with vendors. Assist the team in resolving station discrepancies.
• Performs other related duties as necessary or assigned.

Education and Experience:

• Previous experience managing a team.
• Previous experience in Freight Forwarding.

Requires/ Skills/Abilities:

• Customer Service
• Leadership
• Problem-solving
• Strategic thinking
• Multitasking
• Work under pressure
• Excellent verbal and written communication skills