Customer Service Manager – Logistics Services

hace 5 días

Monterrey, Nuevo León, México HQ Platinum A tiempo completo

Position Summary:
The Customer Service Manager is responsible for leading and managing the day-to-day operations of the Customer Service team at JST Logistics.

Main Responsibilities:

  • Oversee communication between team members, account managers, and customer contacts.
  • Ensure customer satisfaction through regular meetings and participation in business reviews.
  • Collaborate with logistics coordinators and account managers to deliver a premium customer service experience both internally and externally.
  • Maintain regular communication with customers and internal departments to meet and exceed customer service standards.
  • Work with the Quality Manager and customers to develop and implement Standard Operating Procedures (SOPs).
  • Partner with the Carrier Relations Manager to laun
  • Oversee communication between team members, account managers, and customer contacts.
  • Ensure customer satisfaction through regular meetings and participation in business reviews.
  • Collaborate with logistics coordinators and account managers to deliver a premium customer service experience both internally and externally.
  • Maintain regular communication with customers and internal departments to meet and exceed customer service standards.
  • Work with the Quality Manager and customers to develop and implement Standard Operating Procedures (SOPs).
  • Partner with the Carrier Relations Manager to launch and follow up with new customers.
  • Monitor service failures and manage corrective action processes according to established procedures.
  • Provide timely and accurate information to the team to align with customer expectations regarding transit times, on-time pickups and deliveries, tracking, and KPIs.
  • Offer coaching, training, and development opportunities to enhance team performance and morale.
  • Promote company goals by fostering a positive and motivating work environment.
  • Conduct regular business reviews using analytics to identify growth opportunities.
  • Perform performance reviews, evaluations, and disciplinary actions for customer service team members.
  • Identify and resolve problems early and proactively seek ways to prevent issues.

Other Responsibilities:

  • Assist in the hiring process.

Qualifications:

  • Bilingual in English and Spanish (required).
  • Minimum of 3 years' experience in Transportation/Logistics and at least 1 year in a supervisory role.
  • Knowledge of AS400 and McLeod systems (preferred).
  • Familiarity with CTPAT standards.
  • Proficient with computers and relevant software applications.
  • Excellent organizational and time management skills.
  • Strong interpersonal and management skills.
  • Excellent communication skills with strong problem-solving aptitude.

Experience:

  • Bachelor's degree plus 3 years of experience in logistics is required, or
  • 5 years of equivalent experience in the Logistics/Transportation industry.

Location:
Monterrey, NL

Job Type:
Full-time with full benefits

Salary:
Competitive, based on market standards and candidate's experience

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