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FreezPak Logistics · 2 days ago

Customer Service Manager

Fall River, MA

Full-time

Onsite

Mid, Senior Level

$65K/yr - $75K/yr

5+ years exp

FreezPak Logistics is a family-owned leader in cold storage and logistics dedicated to delivering excellence in the management of perishable goods. The Customer Service Manager is responsible for overseeing customer service operations, ensuring customer satisfaction, and managing the team that handles orders and addresses inquiries.

LogisticsTransportationWarehousing

Growth Opportunities

Responsibilities

Oversee the daily operations of the customer service department

Develop and implement customer service policies and procedures

Monitor and evaluate the performance of the customer service team

Handle complex or escalated customer inquiries and complaints promptly and effectively

Supervise the order processing workflow to ensure timely and accurate order fulfillment

Collaborate with other departments to ensure seamless order handling and delivery

Maintain accurate records of customer orders, ensuring all necessary information is documented

Ensure accurate tallying of inventory to maintain up-to-date records

Work closely with the warehouse and logistics teams to manage stock levels and inventory movements

Conduct regular audits to verify inventory accuracy and resolve discrepancies

Lead, coach, and develop the customer service team to achieve performance goals

Conduct regular training sessions to enhance team skills and knowledge

Foster a positive and collaborative work environment

Analyze customer service metrics to identify trends and areas for improvement

Prepare and present regular reports on customer service performance to senior management

Implement strategies to improve service levels and customer satisfaction

Build and maintain strong relationships with key customers

Gather and analyze customer feedback to improve service offerings

Ensure customer needs are met in a timely and efficient manner

Identify opportunities for process improvements and implement changes to enhance efficiency

Stay updated on industry trends and best practices in customer service and logistics

Qualification

Logistics expertiseInventory managementCustomer service softwareLeadership skillsProblem-solving abilitiesAnalytical abilitiesMS Office SuiteMultitaskingCommunication skillsInterpersonal skills