Retail Customer Service Manager

About the Role

The Customer Service Manager of Retail Logistics will oversee the CSS Supervisor, CSS Lead, CSS Specialist, Customer Service Associates, and Tracking/Tracing clerks. This role involves assisting with customer service-related questions, problem resolution, and issue management. The manager will work directly with customers and sales representatives to ensure the highest standard of service, report to the Director of Operations, and collaborate closely with the CSS Supervisor and/or CSS Lead to develop, motivate, and train department employees. The position is also responsible for ensuring all departmental training is completed and working on assigned departmental projects.

Responsibilities

• Team mentorship and leadership
• High-level metrics analysis and reporting
• Hiring new team members
• Knowledge management development and reporting
• Services program development and upselling additional products/services
• KPI management and reporting
• Key relationship development and management
• Process management and improvement
• Customer success KPI management and reporting
• Onboarding management
• Profitability management
• Excellent verbal and written communication
• Data entry in logistics software
• Problem-solving and resolution under pressure
• Multi-tasking and attention to detail
• General office management

Requirements

• 3 years of experience in customer service within the logistics/transportation field or retail market
• Minimum 1 year of supervisory experience
• College or some college education preferred

Skills

Language Skills

• Ability to communicate, read, write, and speak English
• Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from managers, clients, and customers

Mathematical Skills

• Ability to perform basic arithmetic (addition, subtraction, multiplication, division) using whole numbers, fractions, and decimals
• Ability to compute rates, ratios, percentages, and interpret bar graphs

Reasoning Ability

• Ability to solve practical problems with limited standardization
• Ability to interpret instructions in written, oral, diagram, or schedule form
• Ability to determine root causes of problems and implement corrective actions

Computer Skills

• Knowledge of business operating systems, internet software, word processing, KPI reporting, and spreadsheet software

Physical Demands

• Occasionally lift and/or move up to 25 pounds
• Ability to use phone systems with keyboards and buttons
• Articulate and comfortable speaking in front of others
• Regularly works in an indoor/office environment; required to sit and/or use repetitive hand motion
• Frequently required to talk, hear, stand, and walk
• Ability to work in excess of 8 continuous hours when required
• Ability to work under stressful situations with good cognitive skills, accuracy, and multitasking
• Ability to read and discern visual images on various media with 20/20 corrected vision
• Ability to speak and communicate clearly over telephones
• Must pass a physical examination by a certified licensed physician with no evidence of controlled substance use

Work Environment

• Occasionally exposed to moving mechanical parts and fumes or airborne particles
• Noise level ranges from quiet to moderately loud