What are the responsibilities and job description for the Customer Service (Success) Manager position at M W Logistics Llc?
Company Overview
MW Logistics, LLC is a privately held, asset light third-party logistics provider offering customized solutions to meet our customer's shipping needs. We proudly support Fortune 50 clients across North America, and have never lost site of what matters most: delivering with integrity and building strong, lasting partnerships.
Summary
We are seeking a Customer Service Manager to join our team at MW Logistics, LLC. In this role, you will be responsible for overseeing customer service operations, ensuring customer satisfaction, and driving process improvements within our logistics framework. This position is crucial for maintaining our commitment to excellence in service delivery.
Responsibilities
- Lead, coach and manage the Customer Success Associates Team who handle the scheduling and tracking service inquiries.
- Serve as escalation point for complex or urgent customer issues related to shipments, delays, accessorial charges or carrier performance.
- Develop and implement strategies for process improvement to enhance customer satisfaction and attainments of KPI's internally and with customers. .
- Coordinate with logistics and operations teams to resolve customer inquiries and issues promptly.
- Monitor key performance indicators (KPIs) related to customer service effectiveness.
- Train and mentor staff on best practices in customer service and logistics processes.
- Foster strong relationships with customers to understand their needs and expectations.
- Coordinate new customer onboarding from start to implementation: coordinate teams on set-up, account implementation and conducting service expectation and training meetings.
Requirements
- Bachelor's degree in Supply Chain Management, Business , Logistics or related field REQUIRED
- 3 - 5 years experience required in logistics, freight brokerage, or transportation with at least 2 years directly managing a team.
- Strong understanding of freight operations, transportation modes and industry terminology.
- Experience with Transportation Management Systems (TMS) - McLeod preferred
- Excellent organization, multi-tasking, and problem solving skills.
- Outstanding verbal and written communication skills with a customer first approach.
- Ability to work in a fast paced, deadline driven environment.
- Ability to analyze data and implement process improvements effectively.
- Familiarity with EDI and freight tracking technologies preferred.
If you are passionate about delivering exceptional customer service in the logistics industry, we invite you to apply today and become a vital part of our team at MW Logistics, LLC!