Position Summary:
The Customer Service Manager is responsible for leading and managing the day-to-day operations of the Customer Service team at JST Logistics.Main Responsibilities:
Oversee communication between team members, account managers, and customer contacts.
Ensure customer satisfaction through regular meetings and participation in business reviews.
Collaborate with logistics coordinators and account managers to deliver a premium customer service experience both internally and externally.
Maintain regular communication with customers and internal departments to meet and exceed customer service standards.
Work with the Quality Manager and customers to develop and implement Standard Operating Procedures (SOPs).
Partner with the Carrier Relations Manager to laun
Oversee communication between team members, account managers, and customer contacts.
Ensure customer satisfaction through regular meetings and participation in business reviews.
Collaborate with logistics coordinators and account managers to deliver a premium customer service experience both internally and externally.
Maintain regular communication with customers and internal departments to meet and exceed customer service standards.
Work with the Quality Manager and customers to develop and implement Standard Operating Procedures (SOPs).
Partner with the Carrier Relations Manager to launch and follow up with new customers.
Monitor service failures and manage corrective action processes according to established procedures.
Provide timely and accurate information to the team to align with customer expectations regarding transit times, on-time pickups and deliveries, tracking, and KPIs.
Offer coaching, training, and development opportunities to enhance team performance and morale.
Promote company goals by fostering a positive and motivating work environment.
Conduct regular business reviews using analytics to identify growth opportunities.
Perform performance reviews, evaluations, and disciplinary actions for customer service team members.
Identify and resolve problems early and proactively seek ways to prevent issues.
Other Responsibilities:
Assist in the hiring process.
Qualifications:
Bilingual in English and Spanish (required).
Minimum of 3 years' experience in Transportation/Logistics and at least 1 year in a supervisory role.
Knowledge of AS400 and McLeod systems (preferred).
Familiarity with CTPAT standards.
Proficient with computers and relevant software applications.
Excellent organizational and time management skills.
Strong interpersonal and management skills.
Excellent communication skills with strong problem-solving aptitude.
Experience:
Bachelor's degree plus 3 years of experience in logistics is required, or
5 years of equivalent experience in the Logistics/Transportation industry.
Location: Monterrey, NLJob Type: Full-time with full benefitsSalary: Competitive, based on market standards and candidate's experience
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