Job Description

The Customer Service Manager is responsible for overseeing both the Customer Service and Tracking/Tracing departments. This role involves leading and managing two distinct teams, one focused on providing exceptional support to customers and resolving inquiries, and the other dedicated to monitoring, tracking, and resolving any shipment-related issues.

The Customer Service Team is responsible for ensuring clients receive timely, accurate, and effective assistance regarding their orders, shipments, and inquiries. The Tracking/Tracing Team is tasked with ensuring the accurate and real-time tracking of shipments 24/7/365, identifying issues such as delays or discrepancies, and coordinating solutions to keep customers informed.

As the leader of both departments, the Customer Service Manager will drive performance, streamline processes, and foster collaboration between the teams to ensure a seamless experience for customers from start to finish. This role requires a balance of strong leadership, communication, and problem-solving skills, with a focus on optimizing service delivery and customer satisfaction across both functions.

Activities as well as work hours may fluctuate in response to demands and the needs of the Customer Service Department. Position may and will require after hours and weekend support.

Key Outcomes

• Ensure customer shipments align with pick-up and delivery expectations as per customer specifications
• Oversee and maintain precise shipment data in the Transportation System Management database, ensuring data integrity
• Lead daily strategy meetings with the customer service team to align objectives and priorities
• Collaborate with the Sr. Customer Service Manager to drive continuous process optimization
• Conduct thorough quality checks on data integrity prior to generating reports for customer presentations; support Monthly Business Reviews
• Manage high volumes of customer inquiries via calls, emails, faxes, and web portal entries, ensuring accurate system entry of shipment data
• Supervise customer suppliers and vendors to ensure adherence to established protocols and standards
• Cultivate and sustain strong customer relationships to secure ongoing contracts and uncover opportunities for additional sales
• Proactively communicate potential sales leads, concerns, and issues to the Langham sales department
• Maintain professionalism in all customer interactions, ensuring a service-oriented approach
• Investigate customer concerns, identifying opportunities for sales growth while resolving issues and documenting actions taken
• Provide expert guidance to CSRs in troubleshooting and resolving issues with carriers or customers
• Ensure timely and efficient responses to emails and voicemails
• Mentor and develop team members, providing regular feedback, training, and growth opportunities to enhance individual and team performance
• Foster a positive work environment that encourages employee engagement, motivation, and continuous professional development

Critical Skills and Abilities

Managing Others:

• Provide dynamic leadership across all departmental functions, staying ahead of industry trends, customer service innovations, and maintaining high levels of professionalism and expertise.
• Play an integral role in the recruitment and selection process, identifying and attracting top talent both externally and internally to foster a high-performing team.
• Effectively manage all aspects of employee lifecycle management, including hiring, onboarding, coaching, training, performance evaluations, disciplinary actions, and terminations, in alignment with Langhams policies. Hold employees accountable for meeting performance goals and address performance issues in a timely and appropriate manner.
• Actively contribute to Langhams personal and professional development initiatives by assessing, implementing, and enhancing employee training programs.
• Demonstrate strong analytical, problem-solving, and decision-making abilities, consistently using data to inform solutions and improve team performance.
• Exhibit excellent verbal, written, and interpersonal communication skills, adapting effectively to interact with a diverse range of stakeholders, including ownership, senior management, employees, and customers.
• Cultivate a customer service-focused environment, anticipating challenges and proactively addressing issues related to projects or processes.
• Maintain a high level of attention to detail and accuracy, demonstrating the ability to work independently with minimal supervision while taking initiative.
• Expertly prioritize and organize tasks to meet multiple deadlines, ensuring responsibilities are carried out efficiently and on time.
• Possess strong negotiation and conflict resolution skills, effectively influencing others and fostering a collaborative team environment.
• Demonstrate proficiency in core computer applications (Microsoft Word, Excel, PowerPoint, Internet/e-mail) and possess a working knowledge of TMS systems to support operational efficiency.

Education and Experience

• High school diploma: a degree in logistics, supply chain management, or a related field is a plus.
• 5-8 Previous experience in logistics, customer service, or supply chain operations.
• 3-5 Previous management experience and building teams.
• Strong communication and interpersonal skills for customer and carrier interactions.
• Proficiency in logistics software and Microsoft Office Suite.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and work under pressure, particularly during high-demand periods.
• Understanding of logistics, dispatching, and asset fleet management.

Physical Demands and Work Environment

Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones. Work is performed in an office environment.

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