Customer Service Manager

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Job description

The Customer Service Manager is responsible for interfacing with the customer to align customer needs and expectations with operational performance across a network of CJ Logistics Centers. The Customer Service Manager will manage customer operations representatives and will spend most of the time working with the Logistics Center operations teams to deliver on customer requirements.

Essential Duties & Responsibilities:

Ensure adherence to customer and operational requirements

• Provide regular KPI reporting

• Interface with Inventory Control on overages, shortages and damaged product

• Manage daily customer service support through the team structure

• Ensure effective scheduling, carrier management and yard management

Drive Information flow to achieve customer goals and continuous improvement

• Identify and communicate status on key success measures and business trends

• Analyze information and provide insights to customer

• Communicate operations' needs and challenges to the customer and provide feedback on concerns (load shifts, inbound quality)

• Share leading practices, ideas and issues during internal CJ Logistics communications meetings

Manage the CJ Logistics Customer team across the network

• Ensure analysts and representatives are delivering results for the customer

• Connect employees to CJ Logistics' and the customer's business objectives

• Conduct regular team meetings

• Hold employees accountable for performance

Engage daily with the customer all operational initiatives

• Responsible for day-to-day communications with the General Manager and the customer

• Work with the customer on KPI's, continuous improvement projects, and to balance workload capacity

• Provide and share data and insights with the customer

Manage all financial activities to ensure proper billing and cost validation

• Support the invoicing process including accessorial tracking and billing research

• Validate customer requests for costs and reasonableness

• Perform/ Participate in Monthly Financial Review

Pay, Benefits and More:

• Full health insurance (medical, dental, and vision), 401(k), Life insurance, tuition assistance, PTO, and MORE!
• Growing company with a performance record that continues to climb!
• Open-door work environment
• High-Performance culture with a focus on a growth mindset where continuous improvement is embraced
• Opportunities for advancement!

CJ Logistics About Statement:

CJ Logistics delivers integrated and multimodal logistics services, connecting every corner of the world via air, sea and land. As a lead logistics partner (LLP), third-party logistics provider (3PL) and supply chain consultant, we help customers leverage supply chain management as a competitive advantage, reducing total system costs, transforming business processes, improving service, and facilitating growth and change. With a focus on social responsibility and sustainability through growth with customers and communities, we prioritize the wellbeing of the end consumer, our customers, and our employees. CJ Logistics is responsible for the North America region, specializing in solutions for regulated industries such as food and beverage, consumer-packaged goods, healthcare and medical supplies, and tire and automotive.

CJ Logistics is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, CJ Logistics participates in the E-Verify program in certain locations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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