Customer Service Manager

Job Description

Job Description

Our client is hiring a bilingual Customer Service Manager to guide a customer support team serving transportation and warehousing operations in Baytown, Texas. This role blends team leadership, service excellence, and process oversight to ensure customers receive timely, accurate communication across shipping, inbound, export, and warehouse activity. The ideal candidate brings a strong background in logistics-focused customer service, communicates effectively in English and Spanish, and is skilled at improving workflows while supporting daily operational demands. Experience working with rail transportation, domestic shipping, exports, or inbound logistics preferred.

Responsibilities for the Bilingual Customer Service Manager

• Direct and mentor customer service staff, coordinators, and team leads to build a high-performing, service-focused department.

• Manage day-to-day customer support activity, ensuring questions, requests, and service concerns are addressed quickly and thoroughly.

• Handle complex or escalated customer matters and work across departments to reach effective resolutions.

• Coordinate closely with warehouse, transportation, and operations teams to support order accuracy, shipment flow, and consistent customer updates.

• Support logistics activity tied to rail movements, domestic inbound freight, export shipments, and other transportation-related services.

• Evaluate existing procedures, refine standard operating practices, and introduce improvements that strengthen consistency and efficiency.

• Lead team meetings, coaching sessions, and training efforts to encourage accountability, development, and engagement.

• Perform internal compliance reviews to confirm adherence to company policies, service expectations, and operational procedures.

• Assist with hiring, onboarding, and training new employees to support team growth and continuity.

• Review billing questions, invoicing concerns, performance metrics, and system or automation improvement opportunities with cross-functional partners.

• At least 5 years of experience leading customer service or operations teams.
• Prior management experience in logistics, transportation, warehousing, distribution, shipping, or supply chain settings.
• Fluency in both English and Spanish, including spoken and written communication.
• Knowledge of rail service, freight movement, inbound shipments, exports, or related logistics operations is strongly preferred.
• Demonstrated ability to coach employees, manage performance, and build effective teams.
• Experience developing procedures, maintaining process documentation, and improving operational workflows.
• Familiarity with invoicing, billing support, customer account coordination, and service reporting.
• Proficiency with Microsoft Office applications, especially Excel and Outlook.