Overview

Alaska Marine Lines is seeking a Customer Service Manager to directly lead Customer Service Representatives to fulfill the company's customer service goals, increase productivity, and continual process improvement.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Lead & motivate a team of Customer Service Representatives to deliver the highest level of customer service. Core responsibilities may include the oversight of the shipment receiving/delivery processes, phones & emails, invoicing, and/or a combination thereof.
• Organize or coordinate training, staffing levels, and Customer Service employee development within the Seattle locations.
• Identify employee potential; provide mentoring, leadership, opportunities, and training.
• Counsel employees and initiate any necessary disciplinary action.
• Participate in interviewing, hiring, training and performance reviews.
• Supervise the work of Customer Service Representatives to ensure adherence to quality standards, deadlines and proper procedures, while managing group workloads.
• Oversee shipment documentation processes to ensure shipment and data captured are processed timely and accurately.
• Improve customer service programs, processes, or tools to increase efficiency or enhance customer service.
• Lead team in the analysis of processes or workflows to resolve problems or create new solutions.
• Regularly collaborate between Customer Service and other internal departments or Lynden subsidiaries to fulfill customer requirements.
• Incorporate the use of metrics in monitoring productivity, customer service quality, and personnel coaching.
• Respond and resolve customer questions, concerns and service requirements.
• Create and perform customer service trainings for all AML locations on a regular basis.
• Manage or take ownership of Customer Service processes, project, or ad hoc tasks as assigned.
• Work to communicate and improve company culture and work conditions.

Qualifications

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and physical demands in the work environment.

EDUCATION and/or EXPERIENCE:

Four year college or university program certificate preferred; or 5 years related experience and/or training; or equivalent combination of education and experience. 3 years management experience preferred.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply common sense understanding to fulfill job duties with limited or detailed written or oral instructions.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must be eligible to apply and be issued a TWIC (Transportation Workers Identification Credential).
• Identification or passport valid for travel required.

OTHER SKILLS and ABILITIES:

• Ability to meet a regular work schedule.
• Ability to plan, organize and prioritize work to meet schedules/deadlines.
• Daily physical presence is required.
• Regular attendance and timeliness are essential functions of this position.
• Ability to work alone or as part of a team with minimal supervision.
• Ability to change focus and job duties in a fast moving, time restricted environment.
• Highly effective communication and interpersonal skills are necessary.
• Ability to employ efficient business planning and time management skills to facilitate simultaneous projects is required.
• PC skills required: Windows, Excel, Outlook, keyboarding proficiency.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit; regularly required to stand and walk during the normal course of daily activities. The employee is regularly required to talk and listen while communicating with employees and customers either in person or using telephones or radios. The employee is frequently required to reach with hands and arms. Specific vision abilities required by this job include close vision and distance vision during the normal course of the job.

Employee is required to wear PPE as outlined in the Company’s Industrial Health and Safety Manual, which may include hard hat, safety toe shoes/boots, gloves, safety glasses/goggles, and hearing protection. The employee needs the ability to work in a constant state of alertness and in a safe manner while indoors and outside, in areas where heavy machinery and other equipment may be in use.

WORK ENVIRONMENT:

This position requires working in an office with customers, employees, and other personnel on a frequent basis. There may be occasions where the role is required to be in a warehouse, industrial yard, or marine dock. The noise level in the work environment is moderate to loud. The environment may have variable levels of sound, lights, and changing temperatures.

COMMENTS:

This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Federal law requires Alaska Marine Lines to verify the identity and employment eligibility of all persons hired to work in the United States. Alaska Marine Lines will provide the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. Details: http://bit.ly/2nk3jWa EEO Poster EEO Poster Supplement

Successful candidates are required to be fully vaccinated against COVID-19, unless qualified for a recognized exemption.

A post conditional offer of employment drug test and background screen are required. Random drug testing is required of all Alaska Marine Lines employees

Alaska Marine Lines is an equal opportunity employer.

AML does not discriminate based upon race, color, religion, sex, sexual orientation, marital status, honorably discharged veteran or military status, citizenship or immigration status, age, national origin, the presence of any physical, mental, or sensory disability, gender identity, genetic information, status as a victim of domestic violence, sexual assault, or stalking, political ideology, or any other status protected by federal, state, or local law.

Veterans and Minorities are encouraged to apply. VEVRAA Federal Contractor.

Priority referrals for protected veterans.