Customer Service Manager

Job Description
Position: Customer Service Manager
Job Description:
As a Leader in the Customer Care group, your focus is to deliver post-sales support and solutions to the Forward customer base while serving as an advocate for customer needs. You will lead a specialized or focused area which may have diverse functional elements. You will be responsible to ensure that your team creates quality data, adheres to established processes and meets established productivity targets. You will always be prepared to consult with outside customers regarding their specific needs and inquiries.
You will be responsible for delivery of departmental results through successful direction and management of your team. Your role will have an important part in the development and execution of the Client Relations yearly business plan, and you will participate in establishing, implementing, and communicating departmental objectives and service levels. As a Manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis.
In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.
Core Responsibilities & Duties:

• Must have leadership experience managing up to 50 associates in a Customer Care function
• Proactively manage backlog, monitoring team queues and address potential issues before they impact the Customer experience
• Review open/pending escalations & Cases and analyze gaps to document & prevent future occurrences
• Create & monitor labor projections for your area of responsibility
• Meet with external customers to understand their needs and set priorities and processes to ensure the Customer's business is supported in an efficient and scalable manner
• Maximize Rep productivity through proficient use of Salesforce Application
• Ensure team follows established processes and guidelines for data entry
• Create or re-engineer processes, resources, and/or structure to gain productivity and other process improvements
• Review HR/payroll records (attendance, timesheet and paid leave forms) ensuring completeness, accuracy, and timeliness.
• Provide motivation to team members while also mentoring and developing Supervisor and their team
• Provide appropriate training, goal setting, and opportunities for growth to direct reports
• Oversee office staff functions, including office supply levels, equipment maintenance, procedures manuals, forms, and direct cross training of staff
• Establish and implement policies and procedures and follow up with supervisors to ensure compliance
• Conduct performance appraisals, reward and discipline associates, resolve grievances, and manage compensation process for team members.
• Complete other duties as requested and ability to work some extended hours to include nights and weekends, as needed
• Other duties as assigned

Requirements:

• Experience using a CRM Platform for Customer Service is required. Salesforce Service Cloud
• Minimum 2 years of related experience
• Previous management/supervision experience.
• Strong leadership skills, as well as being a 'team player' and flexible
• Strong Customer Service skills with focus on performance recognition
• Understands KPI's and has the ability to manage based on corporate goals and present to management and company executives
• Strong coaching and people management skills including effective management of performance issues
• Proficiency in planning written and verbal communications
• Strong technical skills (i.e., Microsoft Word, PowerPoint, Excel 2007, web-based applications, etc.)
• Ability to work independently and prioritize multiple objectives in a fast-paced environment while delivering quality outcomes
• Systems implementation and conversion experience is a plus
• Experience working in a transportation office environment a plus
• Make decisions and or final recommendations which affect multiple departments
• Travel as needed

Skills:

• Ideal candidate will possess a "can do" attitude with a "will do" work ethic
• Must have the ability to work in a fast-paced environment
• Strong verbal and written communication skills
• Transportation industry knowledge and experience is a plus

Forward is an Equal Employment Opportunity Employer.
About Us
Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations - supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.
Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.
Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication