Customer Service (Success) Manager jobs in United States
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MW Logistics ยท 3 months ago

Customer Service (Success) Manager

positionDallas, TX
timeFull-time
remoteOnsite
seniorityMid, Senior Level
date3+ years exp

MW Logistics, LLC is a privately held third-party logistics provider offering customized solutions to meet customer shipping needs. The Customer Service Manager will oversee customer service operations, ensuring satisfaction and driving process improvements within the logistics framework.

LogisticsSupply Chain Management
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Comp. & Benefits

Responsibilities

Lead, coach and manage the Customer Success Associates Team who handle the scheduling and tracking service inquiries
Serve as escalation point for complex or urgent customer issues related to shipments, delays, accessorial charges or carrier performance
Develop and implement strategies for process improvement to enhance customer satisfaction and attainments of KPI's internally and with customers
Coordinate with logistics and operations teams to resolve customer inquiries and issues promptly
Monitor key performance indicators (KPIs) related to customer service effectiveness
Train and mentor staff on best practices in customer service and logistics processes
Foster strong relationships with customers to understand their needs and expectations
Coordinate new customer onboarding from start to implementation: coordinate teams on set-up, account implementation and conducting service expectation and training meetings

Qualification

Supply Chain ManagementTransportation Management SystemsFreight OperationsLogistics ExperienceData AnalysisMulti-taskingCustomer ServiceProblem SolvingCommunication SkillsOrganizational Skills

Required

Bachelor's degree in Supply Chain Management, Business, Logistics or related field REQUIRED
3 - 5 years experience required in logistics, freight brokerage, or transportation with at least 2 years directly managing a team
Strong understanding of freight operations, transportation modes and industry terminology
Excellent organization, multi-tasking, and problem solving skills
Outstanding verbal and written communication skills with a customer first approach
Ability to work in a fast paced, deadline driven environment
Ability to analyze data and implement process improvements effectively

Preferred

Experience with Transportation Management Systems (TMS) - McLeod
Familiarity with EDI and freight tracking technologies

Company

MW Logistics

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MW Logistics is emerging as one of the leading third-party logistics providers in North America.
dateFounded in 2001
location
Dallas, Texas, USA
people-size11-50 employees
web-link
http://www.mwlogistics.com/

Funding

Current Stage
Early Stage

Leadership Team

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Mitchell Ward
CEO
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Pamela Wills-Ward, SPHR
Chief People & Strategy Officer @ MW Logistics/President MW Cares Foundation
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Company data provided by crunchbase