Customer Service Manager

WE’RE HIRING: CUSTOMER SERVICE MANAGER | SUPPLY CHAIN FUSION (SCF)

(Full-time | Senior Leadership | Customer Service Business Unit)

SCF is a rapidly growing 3PL business with a strong culture of systemisation, integrity, and operational excellence. We are seeking a dynamic, capability-driven Customer Service Manager (CSM) to lead our Customer Service Team, strengthen capabilities, drive standards, and deliver an exceptional customer experience.

This is a senior leadership role responsible for ensuring that SCF’s Customer Promise, service targets, and operational fundamentals are consistently met across all customer portfolios. The CSM plays a key role in driving performance, strengthening customer relationships, and embedding SCF philosophies and systems across the team.

About the Role

The Customer Service Manager oversees all Customer Service operations, including:

• Delivery of customer service KPIs and service-level commitments
• Coaching, developing, and supporting Customer Service Representatives
• Driving continuous improvement and training excellence
• Strengthening customer relationships and supporting Key Account Managers
• Ensuring service standards, documentation, reporting, and administration are executed with accuracy and professionalism

You will work closely with Site Management, Key Account Managers, and other business units to ensure SCF delivers industry-leading service aligned with strategy and operational requirements.

Key Responsibilities:

Customer Promise & Service Delivery

• Ensure all customer tickets are responded to within 60 minutes, with clear, time-bound commitments — never vague responses like “ASAP” or “soon.”
• Uphold SCF’s Customer Meeting Record Keeping Standard — meetings are documented in PaT, with action points recorded as Tasks and distributed via the system.
• Maintain proactive customer meeting cadence based on A–E banding.

Team Leadership & Capability Development

• Coach and develop Customer Service Representatives to ensure they succeed and meet expectations outlined in their JDs.
• Oversee succession planning to ensure suitable replacements are trained for all roles.
• Encourage a positive, proactive, united team culture based on SCF’s leadership ethos — leading from the front, side, or back as appropriate.
• Support career development through the PAR process and structured feedback.

Training Creation, Delivery & Standards

• Maintain training schedules, ensuring each team member completes 1 hour of learning per week.
• Create high-quality customer-specific training modules using text, video, images, and interactive content.
• Regularly review and refine training modules to close capability gaps.
• Train and reinforce SCF key philosophies, including:
• SCF Law of 595
• Hierarchy of Excellence
• Path to Excellence
• The Training Dilemma
• Operational Fundamentals

Reporting & Continuous Improvement

• Oversee daily, weekly, and monthly reporting on performance, gaps, and improvement actions.
• Ensure KPI monitoring occurs daily, including adherence to the 60-minute ticket SLA.
• Design and drive inspections and audits ("inspect what you expect").
• Build business cases (sub-$50k) with basic ROI analysis when resourcing or equipment gaps exist.

Strategy & Commercial Alignment

• Develop and execute a Customer Service Strategy aligned with BU and organisational objectives.
• Enforce the Strategy Document (SD) Map.
• Collaborate cross-functionally to ensure alignment with operational, commercial, and system requirements.

Systems Ownership & Problem Solving

• Drive adoption of advanced database-driven systems and reduce reliance on email and spreadsheets.
• Be a champion of PaT — managing standards, tasks, behaviours, and system improvements.
• Identify bugs or workflow challenges and provide well-written reports, Loom videos, or screen drawings to assist product development.
• Apply and coach low-level problem-solving (5 Whys).

Qualifications & Experience

• Minimum 3 years 3PL Customer Service experience.
• Intermediate Excel capability (IF, CASE, VLOOKUP, conditional formatting).
• Strong communication: structured, professional, clear issue breakdowns, and dependable follow-through.
• Demonstrated accountability — meeting deadlines without excuses and proactively communicating disruptions.
• Maturity to apply SCF’s Put Your Hand Up and Escalation Policy when necessary.
• Confident with modern SaaS technologies and able to quickly adopt new tools (especially PaT).

Why Join SCF?

• Be part of a high-performance, system-driven 3PL industry leader.
• Work in a culture grounded in integrity, structure, and excellence.
• Lead a growing team with strong support from LMS, Operations, and Leadership.
• Contribute directly to SCF’s transformation and capability uplift.
• Influence strategy and help refine customer service standards that shape our future.

Ready to Apply?

If you’re a capable leader who thrives in structured environments, loves building team capability, and delivers exceptional customer experiences — we’d love to hear from you.

Apply now with your CV and a cover letter.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Health insurance
• Paid time off

Education:

• High school or equivalent (Required)

Experience:

• Customer Service 3PL: 3 years (Preferred)

Language:

• English (Required)

Ability to Commute:

• Pleasant Grove, UT 84062 (Required)

Work Location: In person

Salary : $55,000 - $65,000