Customer Service Manager

Job Description

Our client is a growing third-party logistics provider specializing in temperature-controlled and life sciences distribution. They are seeking a Customer Service Manager to lead both the Customer Service and Tracking/Tracing functions, ensure data integrity across shipment operations, and drive continuous improvement in service delivery and customer satisfaction.

Responsibilities:

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• Lead and develop the Customer Service and Tracking/Tracing teams, fostering a collaborative, high-performing culture.
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• Serve as the primary customer-facing leader, managing high volumes of inquiries and cultivating strong relationships that support contract retention and growth.
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• Oversee real-time shipment tracking and resolve delays or discrepancies to keep customers informed and satisfied.
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• Maintain precise shipment data integrity and support quality checks ahead of customer reporting and business reviews.
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• Supervise vendor and carrier relationships to ensure adherence to established protocols and service standards.
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Qualifications:

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• 5-8 years of experience in logistics, customer service, or supply chain operations, including 3-5 years of management/team-building experience.
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• High school diploma required; degree in logistics, supply chain, or related field a plus.
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• Proficiency in Microsoft Office and working knowledge of TMS systems.
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• Strong communication, negotiation, and conflict-resolution skills, with experience managing multiple priorities under pressure.
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• Life sciences, cold chain, or CRT transportation experience highly preferred.
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