My client is an innovative and fast-growing third-party logistics (3PL) provider dedicated to delivering exceptional customer service. Their dynamic team serves a diverse clientele across North America with smart, cost-effective logistics solutions that span freight brokerage, warehousing, and supply chain consulting. They pride themselves on their responsiveness, reliability, and the long-term partnerships they foster. If you’re eager to be a part of a company that consistently goes the extra mile, you’ll fit right in!
As my client continues to grow, we are looking for a motivated and experienced Customer Service Manager to lead a dynamic team and elevate the client experience. As the Customer Service Manager, you will oversee a team of 6–8 Customer Service Representatives, driving service excellence and fostering a culture of accountability, continuous learning, and customer-first thinking. You will play a key role in resolving escalations, optimizing service processes, and collaborating cross-functionally with sales, operations, and warehouse teams to ensure seamless service delivery.
Key Responsibilities:
- Lead, coach, and mentor the customer service team to achieve high performance and engagement.
- Develop and implement efficient customer service processes, SOPs, and best practices.
- Identify training needs and opportunities for team development and service improvement.
- Manage team workload and delegate tasks to ensure timely completion of daily responsibilities.
- Handle customer escalations with professionalism and a solutions-oriented approach.
- Collaborate with internal departments to resolve service issues and enhance the end-to-end client experience.
- Monitor service levels and team KPIs; provide regular reports and insights to senior leadership.
- Serve as a key advocate for the voice of the customer within the organization.
Qualifications:
- 2–3+ years of customer service or client-facing experience in the 3PL, transportation, or logistics industry.
- 2+ years proven leadership experience in a supervisory or management role.
- Strong understanding of logistics operations and customer expectations in a 3PL environment.
- Excellent communication, problem-solving, and interpersonal skills.
- Proactive, solutions-oriented mindset with a focus on continuous improvement.
- Familiarity with Truckmate and Salesforce is a strong asset.
- Proficient in Microsoft Office Suite (Excel, Outlook, Word).
Why Join Us?
- Be part of a collaborative and supportive team environment.
- Opportunity to make a meaningful impact on customer experience and operational success.
- Competitive compensation ($80,000 - $90,000) and benefits package.
- Career growth and development opportunities.
Please submit your resume and a brief cover letter outlining your relevant experience and why you're a great fit for this role to: fjoe@questtalentsearch.com