Customer Service Manager

774 South Shelmore Boulevard Suite 101, Mount Pleasant, SC 29464

On-site role Mon-Fri (w/1 hour lunch)

With our core values – People People People, Community Responsibility, Customer Focus, Excellence through Quality – we hope to empower our employees to achieve the mission of OOCL.

What is OOCL?

OOCL is one of the world's largest integrated international container transportation, logistics and subsidiary companies. As one of Hong Kong's most recognized global brands, OOCL provides customers with fully integrated logistics and containerized transportation services , with a network that encompasses Asia, Europe, the Americas, Africa and Australasia.

Within our organization, the Import department manages the arrival of import cargo through the USA/Canadian international gateways for local delivery and transiting to inland locations by rail. They utilize multiple in house and vendor systems to confirm that cargo meets appropriate requirements to release to ultimate consignee. Other responsibility includes exception handling with customers and other departments, managing aged cargo and lead our staff to provide our customers with the best customer service experience as possible.

OOCL Benefits (What we offer to you):

All full-time employees enjoy these outstanding benefits, while in a safe, friendly, clean, business casual office environment. Benefits include:

• Medical, Dental, and Vision Insurance
• 401k Retirement Plan AND Pension Plan
• Paid Vacation/PTO
• Separate Paid Sick Time Off
• Major Holidays Paid
• Paid Personal Days in Addition to PTO
• Tuition Assistance after 12 months
• Employee Assistance Program
• Referral bonus

Job Responsibilities:

• Manage daily work load and staff to meet customer expectations and OOCL departmental requirements. Including but not limited to PTO, performance, reporting requirements, staff development, etc.
• Initiate continual staff training on OOCL guidelines, policies and procedures to ensure high performance standards and staff knowledge.
• Manage all exceptions and service recoveries as first point of contact.
• Identify, develop and adapt best practices.
• Understand and ensure ISO/Government/Regulatory requirements are maintained by all staff and recommend actions for continuous improvement.
• Represent OOCL at local events and customer visits.

Preferred Skills:

• Supervisory experience in a team environment
• Customer service experience
• Experience with Terminal and Rail Operations
• Critical Thinking and Problem Solving Skills
• Flexibility and ability to adapt to changes
• US Regulatory Transportation Requirements (Customs, DOT, Hazardous, etc.)

Qualifications:

• Customer Relations Management and works well in a team environment
• Understand and Implement quality guidelines, company policies and procedures
• Attention to detail, excellent verbal and written communications skills and capable of managing multiple tasks simultaneously
• Knowledge of Microsoft Office Suite

Be part of a team!

• Have a collaborative mindset as your daily interactions will include working with our customers and with many people in various departments within our organization in a team-based environment.
• Bring your experience and thrive on proactively suggesting opportunities to increase efficiencies to improve the current process

All employment is contingent upon the successful completion of a background check

OOCL is an Equal Opportunity Employer and offers a diverse, inclusive, and equitable work environment. OOCL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. For more information, we encourage you to visit us at www.oocl.com.