Manager of Customer Service

Job Summary The Manager of Customer Service based in Houston, TX, will lead the activities of the customer service and collections team to maintain and enhance customer relationships and meet organizational and operational objectives. The successful candidate will be detail oriented, system savvy and possess a strong desire to learn. This role will also oversee the general management of the office. Hybrid position in the office 3 days a week. Key Responsibilities Customer Service and Collections Management: Organize and manage the customer service team to handle incoming inquiries from external and internal customers; identify opportunities to deliver more comprehensive service offerings; oversee the contracts process and ensure timely response to customers working with the contracts team; manage internal credit reviews and coordinate approvals with relevant stakeholders. Team Leadership and Development: Manage, coach, and develop customer service and collections employees; define roles and responsibilities within the team to enhance customer relationships and support the sales team; set and manage annual objectives and performance of the team. Process Improvement: Review operational processes related to customer service and collections and identify opportunities for improvements; coordinate and manage customer service projects and initiatives; collaborate with cross-functional teams, including marketing, finance and IT for process improvement initiatives. Key Performance Indicators (KPIs): Manage KPIs for both service and collections; build requirements for key KPIs for dashboards and reports (PowerBI). Office Management: Liaison with building management for security access, holidays, closings, etc.; general office communications including weather tracking and WFH decisions; manage local office contacts/contracts for vendors (FedEx, AT&T); P‑Card/Invoice processing for vendors; coordinate office events; support trade‑show events with merchandise ordering, shipping and tracking of materials. Qualifications 10+ years of experience in Supply Chain and Logistics industries Bachelor's degree (MBA – Operations Management) Experience managing teams Excellent verbal and written communication skills, including solid working relationships with customers and partners Strong organizational skills with a strong attention to detail and ability to multitask Strong interpersonal skills Process‑oriented with a passion for developing best practices Solid computer skills, including Word, PowerPoint and Excel Following receipt of a conditional offer of employment, candidates will be required to complete additional job‑related screening processes as permitted or required by applicable law. We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to View email address on click.appcast.io, and please be sure to include the title and the location of the position for which you are applying. #J-18808-Ljbffr EXSIF Worldwide, Inc.