Customer Service Manager

Overview
A locally owned, domestic, and international freight forwarding company is seeking a highly motivated and experienced Customer Service Manager to join our team. As the Customer Service Manager, you will be responsible for overseeing the Customer Service department and ensuring exceptional customer satisfaction. This is a leadership role that requires strong communication skills, excellent problem-solving abilities, and a passion for delivering outstanding Customer Service.

Responsibilities
- Manage and lead a team of Customer Service representatives
- Develop and implement strategies to improve customer satisfaction and retention
- Handle escalated customer inquiries and complaints in a timely and professional manner
- Monitor Customer Service performance metrics and implement improvements as needed
- Collaborate with other departments to resolve customer issues and improve processes
- Train and onboard new Customer Service team members
- Create and maintain Customer Service policies and procedures
- Conduct regular performance evaluations for team members
- Develop and implement training programs to enhance the skills of the Customer Service team

Qualifications
- Proven experience in a Customer Service management role
- Strong leadership skills with the ability to motivate and inspire a team as well as foster a positive work environment
- Ability to handle difficult customers with empathy and professionalism
- Strong problem-solving abilities with a focus on finding solutions
- Knowledge of Microsoft Office, Teams
- Experience in SAP, CRM, TMS, and WMS is a plus

- Excellent interpersonal and negotiation skills

- Familiarity with employee orientation processes
- Detail-oriented with strong organizational skills

- Strategic thinker with the ability to plan for the long term

- Ability to work well under pressure and meet deadlines

If you are a dedicated professional who is passionate about delivering exceptional Customer Service, we would love to hear from you. Join our team as the Customer Service Manager and make a positive impact on our customers' experiences.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Atlanta, GA 30349: Relocate before starting work (Required)

Work Location: In person