Customer Service Manager

  Position Summary: Maintains customer satisfaction by providing problem-solving resources; managing staff. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; identifying patterns, investigating, and recommending resolutions to issues and proactively preventing re-occurrences; benchmarking best practices.   What you’ll do: Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing efficiency, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximize operational performance by providing front line customer solutions to challenges arising during the delivery process by leveraging the resources available.  Resolving problems; overseeing the  dissemination of advisories, warnings, and new techniques; detecting and diagnosing network problems. Analyze RoadNet information to improve customer service, route efficiencies,  fuel cost, average times per stop, collecting and dissecting driver feedback in order to recommend customer focus drivers’ best practices procedures, evaluates return on investment margins for customers and routes, reviews warehouse operational reports and service cloud reporting ( once implemented) Responsible for budgets and overseeing the scheduling of routing and dispatch departments. Create forecast for warehouse and transportation based on reports generated through RoadNet analyst Review performance of hot listed customers and work as liaison with sales and routing on improvements. About you: Excellent interpersonal skills and a collaborative management style. A demonstrated commitment to high professional ethical standards and a diverse workplace Excellent people manager, open to direction and Collaborative work style and commitment to get the job done  Ability to challenge and debate issues of importance to the organization. Ability to look at situations from several points of view Persuasive with details and facts Delegate responsibilities effectively Bachelor’s Degree in Business or related field. A minimum of 5 years of Customer Service Management experience in Call Center environment, Transportation or Retail #LI-TC1