Manager, Customer/Client Services

About the Company

Odyssey Logistics is a global logistics and supply chain partner helping businesses optimize performance through fully integrated, end-to-end solutions. We connect transportation, technology, and expertise across a broad network of services, including 3PL and 4PL managed services, multimodal and intermodal transport, warehousing, trucking, Jones Act Ocean, and customs brokerage. Today, Odyssey supports more than 6,000 customers globally, delivering scalable, data-driven solutions across complex supply chains. Our work is complex, fast-moving, and highly collaborative, and we value individuals who take ownership, challenge the status quo, and turn insight into action.

Pay

Competitive salary plus bonus plan.

Schedule

Full-time; approximately 40 hours per week, with overtime as required.

Supervisory Responsibilities

Yes – approximately 8 associates.

Travel

Travel across Alaska locations to support training, process standardization, and operational initiatives.

Summary / Primary Role

The Customer Service Manager is responsible for delivering an exceptional customer experience by leading and developing a team of customer service representatives. This role ensures customer interactions are handled with professionalism, empathy, and efficiency while meeting internal performance and service-level goals. The manager will provide hands-on coaching, oversee customer onboarding and account success, monitor key performance indicators, improve operational processes, and collaborate with customer service, dispatch, terminal leadership, and other cross-functional teams to resolve issues and enhance the overall customer journey.

Responsibilities

• Customer Service & Customer Success: Oversee customer accounts from a Customer Success Management perspective. Ensure customer interactions and service commitments are handled professionally, accurately, and efficiently. Conduct bi-weekly customer satisfaction and health-check feedback sessions. Monitor customer concerns and proactively identify opportunities to improve service delivery. Serve as a key liaison between customer service, dispatch, leadership, and other internal stakeholders.
• New Customer Onboarding: Serve as the primary point of contact for all new customer onboarding activities. Develop a strong understanding of the company's business portfolio and workflows associated with new accounts. Train and guide new team members on customer expectations, account requirements, processes, and service standards. Ensure new accounts are transitioned smoothly into ongoing operations.