Customer Service Manager

Company Information

Founded in Salt Lake City, UT in 2007, ShipEX is a leading transportation service provider for hundreds of customers access the United States. ShipEX is proud to be a leader in temperature-controlled shipments. We are focused on the safe and proper handling of all materials that are temperature sensitive or dry freight, including medical pharmaceutical supplies, frozen foods, refrigerated produce, household goods, and more.

Who We’re Looking For

ShipEX is looking for an experienced Customer Service Manager to oversee the Customer Service Department in developing, enhancing, and enforcing procedures to ensure efficiency of the department. Candidates should have excellent leadership, Customer Service, coaching, communication and problem-solving skills.

Primary Focus & Responsibilities:

The responsibilities of the Customer Service Manager are listed below, including but not limited to:

• Overseeing the efficiency and effectiveness of the Customer Service Department
• Manage personnel that are in the Customer Service Department
  • Manage schedules and coverage as situations require
• Manage escalations stemming from customer accounts: understand customer contracts and ensure obligations are met
  
• Manage conflict resolution as needed with customers, department personnel, and/or team members.
• Meet with team members and/or Supervisors individually on a ongoing basis whether that be [weekly, monthly, and quarterly] basis to review performance, give and receive feedback, set individual goals, and offer support as needed
• Communicate and reiterate department and company goals often to ensure alignment across the entire department
• Quality assurance on calls and written communications to ensure brand alignment (tone, approach, etc.), procedures are being followed, and identifying coaching moments
• Enforce, coach and motivate the team to meet expectations and adequately perform standard operating procedures

• Monitor, document, and improve the procedures and KPI’s related to all aspects of the Customer Service Department
• Daily & Weekly reporting to ensure the team hitting KPI targets
• Have a clear understanding of department goals and the ability to create, edit, improve, and enforce all SOPs to drive those goals
• Monitor industry and market trends and communicate those updates to the department proactively
• Deploy both creative and logical solutions to challenges that may arise

• Ability to work with different departments and problem-solve efficiently and effectively for items affecting multiple departments other than just the Customer Service Department
• Ability to proactively identify issues or items hindering the team from reaching KPIs and goals and provide viable solutions
• Excellent attendance is required for this position to be successful
• Performs other duties as assigned

Qualifications

• High School diploma

• 1+ years in Customer Service experience + Management experience preferred
• Have a true understanding and experience of the supply chain & transportation
• Knowledge of DOT Hours of Service regulations
• Computer and technology proficiency: Microsoft Office, Chrome, Outlook, etc. and an ability to type at least 55 WPM
• If working from home, ensuring that the internet provider meets the minimum speed requirements outlined by the IT Department.
• If working from home, ensuring your surroundings are always quiet and professional in the event of having to take any internal or external calls, attend remote meetings, or any other scenario that requires a professional setting.

Key Characteristics

• Punctual and reliable
  
• Organized, detail-orientated, & effective under pressure
• High attention to detail & ability to multitask
• Strong problem-solving skills and ability to learn new tasks
• Excellent written and verbal communication skills
• Ability to approach training manager/manager with any questions or concerns regarding the ability to complete any tasks given
• Results-driven, self-motivated, and self-confident
• Excellent customer care and focus; ability to assess customers’ needs and provide the correct answer/resolution, troubleshooting, or other methods for a positive customer experience
• Positive attitude and willingness to help the team

Physical Qualifications

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times

• Must be fluent in English
• Must speak in a clear and professional voice, so that various types of communications may be conducted with people of various levels of education and capabilities

Please note that this position would be for the following work schedule(s) options:

Monday through Friday (0600-1600 MST), the weekend would be Saturday and Sunday, On Call as needed.

Please only submit 1 application, multiple applications will not be accepted.