Job Description
Job Description
Senior Manager of Customer Service
Position Summary
The Senior Manager of Customer Service is responsible for managing and executing a high visible customer program within the supply chain management industry. This role will include coordinating highly complex project and operational requests across internal teams and external stakeholders, while providing leadership to a small support team. The role ensures program requests are organized, communicated clearly, and executed successfully from initiation through completion.
The successful candidate will partner closely with senior leaders and internal cross-functional teams to drive execution, resolve challenges, and ensure program priorities are delivered effectively.
Essential Duties and Responsibilities
• Manage a highly visible customer program and ensure complex requests are executed successfully
• Coordinate cross-functional teams to deliver program initiatives and resolve issues
• Delivers program results by leading, coaching, mentoring, while coordinating training efforts to advance the performance of the team
• Proactively identify, assess, and mitigate program risk, while leading self-identified risk initiatives to remediate operational, reputational, and financial risk to the company.
• Partner with external customer senior leaders to align priorities and program execution
• Track complex project requests and ensure timely progress and completion
• Communicate program status, risks, and updates to leadership
• Support preparation of Monthly and Quarterly Business Reviews
• Analyze program performance and identify opportunities for improvement
• Program Execution – Lead the successful complex program initiatives, ensuring priorities are clearly defined, projects are strongly executed meeting specific timelines
• Customer Engagement – Embody a culture of strong customer engagement by building trusted relationships, maintaining proactive communication, while ensuring a high level of ownership and responsiveness to leadership and stakeholders
• Cross-functional Coordination- Effectively serve as the central point of coordination across logistics, operations, and internal support teams to execute efficiently and resolve escalations
•Team Leadership & Coaching- Successfully lead and develop a small team by providing clear direction, coaching, and support to ensure consistent performance execution and strong performance
Required Qualifications
• Experience managing complex programs or projects
• Ability to coordinate multiple teams and drive execution
• Strong communication and stakeholder management skills
• Experience working with senior leaders and enterprise customers
• Strong analytical skills and proficiency in Excel (pivot tables, data analysis)
• Experience in logistics, transportation, or supply chain environments
• Familiarity with shipping operations, fulfillment networks, or retail supply chains
• Experience supporting large enterprise or retail customers
Physical Demands & Work Environment
· Prolonged periods of sitting
· Frequent use of hands and fingers
· Ability to lift up to 10-20 pounds
· Extended period of phone or virtual meetings
· Occasional standing or walking
· Minimal travel based on business needs, 10-15% with initial job shadowing in Wichita, Kansas.
Benefits Offered:
· Medical, Dental, and Vision Insurance – Coverage begins the first of the month following 30 days of employment
· 401(k) Plan with Company Match
· Paid Time Off (PTO) and Holiday Pay – Eligible on date of hire
· Weekly Pay
· Full Grant Tuition & Tuition Reimbursement Programs