Customer Service Manager

Overview

Position Summary

The Customer Service Manager is responsible for managing customer service activities for a variety of clients and oversee customer service/operations staff on operational issues.

Responsibilities

Essential Duties and Responsibilities

• Provides leadership and direction to team members on specific customer accounts.
• Communicate effectively with staff, management and other internal/external customers to resolve operational issues effectively.
• Monitors communication in the branch and responds or directs staff to respond promptly to customer requirements.
• Manages customer service staff with regard to prioritizing work, determining schedules, assigning daily tasks, and adjusting work procedures to meet changing demands.
• Advise management of any issues with staff work quality, adherence to company policy and customer satisfaction issues, both positive and negative.
• Ensure effective operation and timely service. Demonstrate and apply knowledge of laws, regulations, governing agencies, procedures, audits, programs and practices.
• Manage and/or handle special commodities or important customers on their international and domestic shipments including triangle shipments.
• Provide quotations for import and export on both Air and Ocean freight at customer's request or overseas agent's request.
• Function as the key escalation point for support, service issues and answer other account questions on a timely and accurate basis.
• Provide and summarize customer's performance review and leads to sales department as growth targets for accounts under management.
• Manage and help Determine staffing needs and provide training.
• Conduct performance reviews, addressing performance issues and resolve problems.
• Ensure compliance with policies, procedures, and regulations
• Review and insure KPI's are kept within required parameters.
• Assist with day to day operations and customer service
• Produce monthly reports and KPI results
• All other duties as assigned

Qualifications

• 4 year College Degree plus 3 - 5 years experience in an operational role related to business required; or combination of equivalent education and experience.
• 2 - 3 years of experience in a lead or supervisory role or demonstrated leadership/supervisory competencies, required; specific experience supervising others is preferred.

• Must have direct knowledge of ocean ports, terminals, agent and carriers services and pricing policies. Must be knowledgeable with import, exports

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Standard 10 days PTO
• Eligible for bonus plan
• 7 Paid Holidays
• Eligble for OT pay if applicable
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas )

Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world's preferred choice.

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.

Los Angeles County Only : Yusen Logistics (Americas) Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Yusen Logistics (Americas) Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right's Department Fair Chance Act webpage.