Customer Service Representative Manager

Key Responsibilities

• Lead, mentor, and manage a team of customer service representatives to achieve departmental goals and service excellence.
• Oversee daily operations including call, email, and chat support, ensuring timely and accurate responses to customers, carriers, and drivers.
• Handle high-level escalations and ensure effective resolution with professionalism and empathy.
• Develop and implement customer service policies, communication standards, training modules, and performance metrics.
• Drive continuous improvement initiatives to enhance customer satisfaction, reduce complaints, and optimize operational efficiency.
• Maintain accurate and updated customer records and ensure CRM and related systems are effectively utilized across the team.
• Collaborate cross-functionally with Operations, Logistics, Sales, and other departments to ensure seamless service delivery.
• Monitor team performance through KPIs such as response time, resolution rate, CSAT, and adherence to service SLAs.
• Conduct regular performance reviews, coaching sessions, and skill-development programs for the customer service team.
• Analyze customer feedback, identify trends, and provide strategic recommendations to leadership.
• Ensure compliance with company policies, communication guidelines, and quality standards.

Qualifications

• 15+ years of overall experience in customer service, call center management, logistics, or related domains.
• Minimum 57 years of experience in a people management or leadership role.
• Excellent communication, stakeholder management, and conflict-resolution skills.
• Strong analytical abilities with experience in using CRM tools, reporting dashboards, and productivity systems.
• Proven ability to manage large teams, drive performance, and work under pressure.
• Strategic mindset with a strong customer-centric and process-oriented approach.
• Experience in coaching, training, and developing customer service teams.