Ground Customer Service Manager

Description:

• Provide leadership and direction for the customer service department to ensure a high level of service and efficient and timely delivery of outbound shipments.
• Manage performance to meet customer specific metrics and goals, as well as special needs dictated by the client.
• Coordinate with station and operations management to ensure optimal cargo flow and planning.
• Analyze, manage and respond to customer inquiries and complaints.
• Work collaboratively with station and operations management and sales to resolve customer issues and develop and implement corrective action plans.
• Control costs with focus on improving yield through collaboration with other internal operating teams.
• Compile research data to develop training modules and tools.
• Distribute materials, plan and monitor implementation and results.
• Ensure all data and recordkeeping are accurate and timely maintained.
• Oversee and manage the professional development and productivity of staff members to ensure proper goals, training, development and project requirements are met.
• Conduct annual performance reviews for all staff within department and address all employee performance problems promptly and directly in accordance with personnel policies.
• Keep abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking and participation in professional organizations.
• Perform other duties as needed.

WHAT ARE WE LOOKING FOR?

• 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.
• In-depth knowledge of all products and services.
• Knowledgeable of the operational requirements of existing accounts.
• Ability to manage the financial aspects of the department (purchasing, budget preparation and review, financial reporting and monitoring expenses).
• PC literate. Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications. Accurate typing skills and/or data entry skills.
• Capable of communicating and interacting effectively with multi-functional and diverse backgrounds and the ability to effectively present information and respond to questions from management, employees and vendors.
• Makes customers and their needs a primary focus of one's actions; develops and sustains productive relationships.
• Ability to identify and understand issues, problems and opportunities; comparing data from different sources to draw conclusions and explore alternatives and positions to reach outcomes that gain all parties' support and acceptance.
• Analyzes complex problems and develops alternative solutions.
• Demonstrated leadership skills in influencing departments and implementing and managing change. Ability to allocate decision making authority and/or task responsibilities to others to maximize the organization's and individuals' effectiveness.
• Ability to plan, organize and manage multiple projects and set priorities.