Customer Service Manager

Job Description

Job Description

Job Title: Customer Service Manager
Department: Operations
Reports To: Director of Operations
Location: DFX Metroplex

Position Overview

We are seeking a dynamic, people-focused Customer Service Manager to lead our customer service team and champion a culture of service excellence. This individual will be responsible for managing day-to-day operations, coaching and developing team members, resolving escalated issues, optimizing internal processes, and building collaborative relationships with both customers and internal stakeholders.

This role requires a strong operational background combined with proven leadership experience. The ideal candidate will facilitate effective cross-departmental communication and ensure high levels of customer satisfaction across all touchpoints.

Key ResponsibilitiesTeam Leadership & Development

• Lead, manage, and coach the Customer Service team on daily activities and long-term development goals.
  
  
• Monitor team performance metrics such as on-time delivery, issue resolution time, and customer engagement quality.
  
  
• Cultivate a collaborative, accountable, and performance-driven team environment.
  
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Customer Satisfaction & Relationship Management

• Act as the primary escalation point for service-related issues.

• Foster strong customer relationships through frequent communication and proactive service.

• Ensure timely, transparent communication to address and resolve customer concerns effectively.

Cross-Functional Collaboration

• Coordinate with internal teams, including Driver Management, Logistics, Planning, and Sales to align service delivery with customer expectations.
  
• Partner with Sales and Executive leadership to support client retention and expansion efforts.

Performance Management & Reporting

• Monitor freight volume trends, forecast accuracy, and performance against customer scorecards.
  
• Ensure timely follow-up and compliance on shipment tracking and commitments.
  
• Refine and implement procedures to drive consistency, accountability, and corrective actions where needed.

Business Growth & Continuous Improvement

• Contribute to the development and execution of service strategies that support business growth.
  
• Promote operational efficiency through the implementation of best practices and service innovations.
  
• Represent the customer service team in broader operational initiatives

Required Skills & Qualifications

Hard Skills:

• Proficient in Transportation Management Systems (TMS), customer portals, and tracking technologies.
  
• Strong data analysis and KPI reporting abilities.
  
• In-depth understanding of freight operations and transportation logistics.
  
• Advanced Excel and reporting tool capabilities

Soft Skills:

• Strong leadership and team-building capabilities.

• Excellent communication and interpersonal skills.

• Customer-centric with a focus on proactive problem resolution.

• Strong conflict resolution and decision-making skills.

• Effective time management and the ability to work under pressure.

• Ability to build cross-functional relationships.

Education & Experience

• Bachelors degree in Business, Supply Chain, Logistics, or a related field (preferred).

• Minimum of 5 years of experience in a customer service or operations management role, preferably within the transportation or logistics industry.

This role is a unique opportunity to drive meaningful impact through operational excellence and leadership in a fast-paced, customer-driven environment.