3Pl Customer Service Manager

OVERVIEW
We are looking for a driven individual capable of managing different accounts while treating each customer as though they were your only one to work in our multi-client 3PL warehouse. This individual will be the in house contact for customers and affiliates, help ensure customer accounts stay up to date and adhere to company standards. This individual will be responsible for overseeing a variety of duties and will be an essential part of our management team. The ideal candidate will be a hands-on leader that will develop their team but is also comfortable getting involved to make sure the department’s objectives are met. This is a full time in office position that may require extended hours as needed to meet business needs.

KEY RESPONSIBILITIES

• Oversee and manage all aspects of the Customer Service Department
• Maintain all customer related master data (including but not limited to item set up, account set up, and routing)
• Process/Input customer orders, review Daily EDI transmitted edits and make any potential corrections. Manually enter orders as necessary
• Coordinate all customer needs through the appropriate departments, including special requests – expedites, shipping routing, special receiving requests, compliance guidelines, special processes, etc.
• Maintain open communication with customers to continually develop relationships and rapport
• Release all orders timely and properly with all required details. Track order fulfillment progress and proactively communicate exceptions to customer and management
• Assess current processes and procedures, and make recommendations for improvements
• Accomplishes human resource objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising job contributions; recommending compensation actions; adhering to policies and procedures.
• Follow up with other departments to ensure the service standards are being met.
• Respond to order-related customer inquiries and complaints in a timely and accurate fashion
• Provide forecasts to internal departments for expected volumes, launches and special programs to allow proper planning and execution
• Assist finance department in chargeback disputes and provide documentation as needed
• Partner with other Department Managers to achieve overall company business goals.
• Provide coverage for co-workers who are out of office to ensure full coverage
• Other duties as assigned as necessary

REQUIRED SKILLS

• Minimum of 7 years work experience in a 3PL/multi-client environment
• Minimum of 5 years of related experience with Account Management, Customer Service, Logistics, Inventory Control, and Order Fulfillment
• Minimum of 2 years experience in a Supervisory/Managerial role
• Exceptional verbal and written communication
• Solid problem solving & decision-making skills
• Strong sense of urgency and ability to work in a fast-paced environment
• Ability to maintain an upbeat and positive attitude at all times
• Promotes a constructive team atmosphere, reflects team values, contributes actively to the team’s success
• Strong organization skills and multi-tasking capabilities
• Strong work ethic and ability to work OT as needed
• Handle difficult situations tactfully
• Highly proficient computer skills including Microsoft Office specifically with Microsoft Excel
• The ability to create and maintain positive relationships with both external customers and internal departments
• Growth-oriented individuals with the drive to succeed professionally

OTHER INFORMATION

This is a full-time, in office position based out of our Cranbury, NJ building. Days of work are Monday through Friday during regular business hours. This position may require long hours and some weekend work as necessary to meet the business obligations especially during our peak season.

This role also may require the ability to lift items, bend, or stand as necessary. The environmental characteristic for this position is a warehouse/distribution setting. Candidates should be able to life and carry up to 50 lbs. and comply with OSHA standards.

Market Speed Logistics is looking for key team members that will grow alongside us and help us get to the next level.

Job Type: Full-time

Pay: From $68,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 7 years

Schedule:

• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus opportunities

Travel requirement:

• No travel

Experience:

• 3PL: 5 years (Required)
• Account management: 5 years (Required)
• Order fulfillment: 5 years (Required)
• Logistics: 5 years (Required)
• Supervising: 2 years (Required)
• EDI: 5 years (Required)
• Customer service: 5 years (Required)

Work Location: In person