Fully Bilingual Customer Service Rep-* Local Residents Only*

We are looking for a Fully Bilingual English / Spanish Customer Service Manager, with experience in the area of Logistics and Transportation.

Duties & Responsibilities

Ensure emails and customer requests are acknowledged / processed within 20 minute from receipt as per company policy by your team and yourself.

Handle resolution of all escalation's issues.

Accountable for daily reporting detailing any exceptions that occurred throughout the day, exceptions are categorized as any notable issue outside the standard scope of business.

Any out-of-scope drivers' issues, i.e., trouble tickets, release issues, or payment issues.

Oversee team of Customer Service representatives.

Cross-train all Customer Service Representatives to handle all roles within department.

Provide on-the-spot guidance and coaching to Customer Service Representatives to resolve daily issues that impact customers.

Participate in internal meetings and discussions with Customer Service representatives to improve process flow and procedures that will enhance the customer experience.