Search By
3423 Jobs
Manager Customer Service Atlas Air, Inc Los Angeles, CA | Other
21 Days Ago
Customer Service Manager Klarna Columbus, OH | Full Time
Just Posted
Customer Service Manager Compass Group Careers Tucson, AZ | Full Time
Just Posted
Customer Service Manager Trinity Health Farmington Hills, MI | Full Time
Just Posted
Customer Service Manager Advanced Axis, Inc. Abington, PA | Full Time
Just Posted
Customer Service Manager dnata DALLAS, TX | Full Time
Just Posted
Customer Service Manager Sendik's Food Market Milwaukee, WI | Full Time
3 Days Ago
Customer Service Manager KJ's Market Hephzibah, GA | Full Time
4 Days Ago
Customer Service Manager GENERAL RV CENTER Ashland, VA | Other
4 Days Ago
Customer Service Manager AvalonBay Communities Los Angeles, CA | Full Time
6 Days Ago
CUSTOMER SERVICE MANAGER All Ways Caring HomeCare LIBERTY, MO | Full Time
7 Days Ago
Customer Service Manager Fine Airport Parking Tulsa, OK | Full Time
7 Days Ago
Customer Service Manager Transdev, Inc. Herndon, VA | Other
7 Days Ago
CUSTOMER SERVICE MANAGER All Ways Caring HomeCare CLARKSTON, WA | Full Time
7 Days Ago
Customer Service Manager Famous Supply Garner, NC | Full Time
9 Days Ago
Customer Service Manager SP Plus Corporation NASHVILLE, TN | Full Time
9 Days Ago
Customer Service Manager Levine Jewish Community Center Charlotte, NC | Full Time
10 Days Ago
Customer Service Manager IGA Sandersville, GA | Full Time
14 Days Ago
CUSTOMER SERVICE MANAGER All Ways Caring HomeCare IDAHO FALLS, ID | Full Time
14 Days Ago
Customer Service Manager Ampco Pumps Co Inc Glendale, WI | Full Time
15 Days Ago
Customer Service Manager Rock Region METRO North Little Rock, AR | Full Time
17 Days Ago
Customer Service Manager Petco Martinez, CA | Full Time
18 Days Ago
Customer Service Assistant Manager Paramount Executives Inc Arlington, TX | Full Time
20 Days Ago
CUSTOMER SERVICE MANAGER All Ways Caring HomeCare FLORENCE, SC | Full Time
21 Days Ago
CUSTOMER SERVICE MANAGER All Ways Caring HomeCare OAK HARBOR, WA | Full Time
25 Days Ago
More Search Results

Manager Customer Service

Los Angeles, CA | Other
21 Days Ago

Job Description

Overview

Manages overall customer service excellence along with the customer service team that directly interacts and communicates with customers in a courteous, efficient, friendly and professional manner. Ensures the lead customer service agents and customer service team are following all procedures and maintaining a healthy and positive working environment.  Ensures the team is handling customer complaints, providing appropriate solutions and alternatives within the time limits, including customer-focused import functions. Requires following-up to ensure resolution and reports back to department Director. Keeps and files records of customer interactions.  Follows communication procedures, guidelines and policies.  Ensures the team is going beyond the extra mile to engage and communicate with external customers. Develops and enforces standard operating procedures.

Responsibilities

  • Manages the customer service leads and team by providing direction and appropriate support structure using effective resources to enable the team to deliver high performance.
  • Leads and engages in meetings as required by the organization.
  • Proactively resolves issues and reporting to the Director with detailed resolution reporting.
  • Proactively communicates with the Director on any new ideas or changes in order to improve the quality of work which is being produced by the team.
  • Manages and maintains the customer service department work schedule and hours worked in order to optimize performance and to ensure meeting the companies requirements in order to have adequate coverage.
  • Manages customer service staff performance is meeting expectations and reviews are conducted as needed.
  • Monitors and ensures all staff are following schedule as required and must take corrective action to address any discrepancies with performance regularly.
  • Develops and maintains customer service guides, training material and processes guides to ensure compliance, procedural excellence and best practices.
  • Supervises all activities related to the customer service department which supports non-initial booking functions (re-booking, cancellations, no-shows).
  • Responsible for escalated incidents, averts and/or diffuses potential customer problems.
  • Ensures proper identification and communication is occurring when problems in network disruptions arise to the team for proper action.
  • Ensures customer service team is answering customers in timely manner based on Key Performing Indicator requirements.
  • Ensures customer service team is following employee guidelines and meeting all expectations (schedule, dress code, performance, completing all training, safety, goals for the year, etc.).
  • Ensures timely response to emails from customers, vendors, carriers and internal network.
  • Monitors that the team is communicating tracing of missing cargo and following up on tracers.
  • Maintains, creates, updates and/or utilizes customer and/or freight reports and information in computer database.
  • Prepares reports, maintains logs and departmental filings; completes and sends Cargo Correction Advice (CCA).
  • Ensures the team acts as a liaison between the customer and the internal teams not limited to: Customer Resolution Team (CRT), Sales, Ops, Flight Planning, RFS, & Regulatory Compliance to help determine the most accurate booking status.
  • Supervises and maintains an environment that encourages team work by:
    • Informing the team, and Director of Customer Service of unique or difficult situations
    • Providing ongoing support, assistance and information to customer service staff, and management
    • Maintaining working relationships with employees in other pertinent departments, such as Ground Ops, and Sales, to obtain and/or provide information

Qualifications

  • Bachelor degree or a combination of work experience with high school graduation.
  • 5 years of experience in similar role.
  • Demonstrates proficiency in MS Office (Excel, Word, Teams), IATA, and Cargo Management Systems.
  • Must have understanding of aircraft cargo loading capacities.
  • Understands and adheres to company policies and procedures.
  • Must have understanding of air cargo industry and competition.
  • Computer-savvy with a working knowledge of cargo systems.

Skills: 

  • Must possess ability to track and coordinate multiple issues simultaneously.
  • Excellent decision-making skills.
  • Excellent written and communication skills.
  • Must be able to apply conceptual and problem solving skills.
  • Understands and adheres to company policies and procedures.
  • Must be able to maintain absolute confidentiality and discretion.

Special Requirements: 

  • Must be reliable, flexible and available to work varied hours, weekends and holidays.
  • Travel for this role is not required but may occur infrequently based on business need.

 

 

 

 

 

 

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

 

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

 

To view our Pay Transparency Statement, please click here: Pay Transparency Statement

 

 

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

 

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

 

To view our Pay Transparency Statement, please click here: Pay Transparency Statement

Skills for Manager Customer Service

The job skills required for Manager Customer Service include Customer Service, Problem Solving, Planning etc. Having related job skills and expertise will give you an advantage when applying to be a Manager Customer Service. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Manager Customer Service. Select any job title you are interested in and start to search job requirements.

Job Openings with Skill of Customer Service
MORE>>
Job Openings with Skill of Problem Solving
MORE>>
Job Openings with Skill of Planning
MORE>>

Career Path for Manager Customer Service

The following is the career advancement route for Manager Customer Service positions, which can be used as a reference in future career path planning. As a Manager Customer Service, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Manager Customer Service. You can explore the career advancement for a Manager Customer Service below and select your interested title to get hiring information.