ASM Group Inc. · 1 week ago
Logistics Customer Support Manager
Medina, MN
Full-time
Hybrid
Entry, Mid Level
2+ years expASM Group is seeking a Customer Support Manager to lead and elevate their Customer Support team. This role is responsible for overseeing daily support operations, ensuring exceptional service delivery, and driving continuous improvement across customer-facing processes.
LogisticsShippingTransportation
Responsibilities
Lead and manage the day-to-day operations of the Customer Support team
Recruit, train, coach, and develop customer support staff
Serve as the primary escalation point for complex or high-priority customer issues
Monitor support performance metrics (response times, resolution rates, customer satisfaction) and implement improvement strategies
Develop, document, and refine customer support processes to enhance efficiency and service quality
Collaborate cross-functionally with Sales, Operations, and other teams to ensure seamless customer experiences
Manage key customer relationships, including participation in customer meetings, demos, and site rollouts
Oversee service vendors, including selection, contracts, and performance management
Track and report team performance and project milestones to leadership
Support customer onboarding and identify opportunities to expand existing client relationships
Lead initiatives to improve team efficiency, reduce response times, and elevate service standards
Qualification
Required
2+ years of experience in customer support or a related leadership role
Proven experience managing and developing a customer-facing team
High school diploma or equivalent required; Associate's or Bachelor's degree preferred
Strong organizational skills with the ability to manage multiple priorities
Excellent verbal and written communication skills
Experience with Microsoft Office and CRM or support ticketing systems
Strong problem-solving, decision-making, and conflict-resolution abilities
Ability to build strong internal and external relationships
Preferred
Knowledge and experience dealing with refrigerated trailers
Benefits
Hybrid work schedule
Company incentive bonus
401(k) with company match
Medical, dental, vision insurance
HSA & FSA options
Dependent Care FSA
Short-Term & Long-Term Disability
Accidental, Hospital Confinement & Critical Illness Insurance
8 paid holidays
Generous PTO
Company
ASM Group Inc.
ASM Group is a project-based logistics company with corporate headquarters located in Medina, Minnesota.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jeremy Lattimore
Chief Technology Officer / Chief Azure Architect
Company data provided by crunchbase