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, NL

Job Type: Full-time with full benefits

Salary: Competitive, based on market standards and candidate's experience