Retail Customer Service Manager

RJW Logistics; Romeoville (IL); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid holidays

Paid time off

Retirement plan

Employee programs

Job summary

RJW Logistics is seeking a Customer Service Manager of Retail Logistics to lead the CSS team, drive KPI reporting and process improvements, and partner with sales to deliver top-tier service. The role reports to the Director of Retail Service and focuses on training, onboarding, and ongoing performance management.

The position requires 3 years in logistics customer service, at least 1 year in supervision, and strong data-entry and communication skills in a fast-paced environment.

Qualifications

• 3 years experience in customer service in the logistics/transportation field and/or retail market.
• Minimum 1 year supervisory experience.

Responsibilities

• Oversee the CSS Supervisor, CSS Lead, CSS Specialist and CS Associates and Tracking/Tracing clerks.
• Assist with customer service related questions, problems and resolutions.
• Work with customers and sales reps to ensure high service standards.
• Develop, motivate and train department employees; ensure training completion.
• Lead departmental projects as assigned by management.

Skills

Customer service

Verbal communication

Written communication

Data entry

Multitasking

Problem solving

Team leadership

English proficiency

Education

Some college

Tools

Logistics software

Job description

We offer a competitive benefits package that includes health, dental, and vision insurance, life and disability, paid holidays, time off, retirement savings plan participation, and additional employee programs.

Job Description

Job Purpose: The Customer Service Manager of Retail Logistics will oversee the CSS Supervisor, CSS Lead, CSS Specialist and Customer Service Associates and Tracking / Tracing clerks in the department. The Customer Service Manager of Retail Logistics will assist with customer service related questions, problems, issue resolutions. The Customer Service Manager of Retail Logistics will work directly with customers and sales representatives to ensure the highest standard of service. The position will report to Anthony Hagl-Director of Operations and works closely with the CSS Supervisor and or CSS Lead in developing, motivating, and training department employees. The position will be responsible in seeing that all departmental position training is completed. Customer Service Manager of Retail Logistics will also be responsible for working on departmental projects as assigned by the Anthony Hagl-Director of Retail Service.

Essential Duties and Responsibilities:

Team

• High level metrics analysis/reporting
• Hiring new members

Services

• Program development/Upsell additional products/services
• KPI management
• Process management

Customer Success

• KPI management/reporting
• Onboarding management
• Profitability management

Additional Responsibilities:

• Excellent verbal and written skills.
• Knowledge and ability to enter data in Logistics software.
• Excellent problem solving and resolution skills.
• Ability to work under pressure situations.
• Ability to Multi-task.
• Detail oriented.
• General office management experience.

Qualifications:

• 3 years experience in customer service in the logistics/transportation field and or retail market.
• Minimum 1 year supervisory experience

Education and/or Experience Required:

• College or some college preferred.

Language Skills Sets:

• Must be able to communicate, read, write, and speak English.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine "root cause" of problem and determine corrective action.

Computer Skills:

• To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software.

Physical Demands:

• Must be able to occasionally lift and/or move up to 25 pounds.
• Must be able to activate phone systems utilizing keyboards and buttons.
• Must be articulate and comfortable speaking in front of others.
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand and walk.
• Must be able to work in excess of continuous 8 hours when required.
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must be able to speak and communicate clearly over telephones.
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.
• While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.

Employer Rights:

This job description is intended to provide general information about the Business Development Manager position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Business Development Manager, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc. The Company has the right to revise this job description at any time.

Employment-At-Will:

It is the Company's policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company's Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period.

Just as our associate's, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause.

Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay.

The actual pay rate will depend on the person's qualifications and experience.

$90,000.00 - $100,000.00 / year

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.

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Equal Opportunity Employer
RJW Logistics Group is an Equal Opportunity Employer and complies with all applicable state and federal employment laws, including pay transparency requirements in Illinois. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us.

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