Manager, Customer/Client Services

Odyssey•Fife, WA

80d•$97,500 - $110,000•Onsite

About The Position

The Customer Service Manager leads and develops approximately eight customer service associates across multiple locations in Alaska and Fife, Washington. The role provides oversight across assigned locations to ensure consistent service standards, operational efficiency, and an exceptional customer experience. It oversees customer onboarding, account success, employee development, and key performance indicators while driving process improvements. The manager collaborates with customer service, dispatch, terminal leadership, and other operational teams to resolve issues, standardize processes, and improve service delivery. The position is onsite and full-time, Monday through Friday during regular business hours. Travel to assigned Alaska locations and Fife, Washington, may be required to provide onsite leadership, support team development and training, standardize processes, and address customer service and operational challenges. The position supervises approximately eight associates and is not safety-sensitive. Compensation is $97,500–$110,000 annually, plus bonus eligibility.

Requirements

3–5 years of management or supervisory experience.
Approximately 3.5 or more years of experience in logistics, transportation, supply chain, or a related industry.
Strong knowledge of warehouse, transportation, and supply chain operations.
Proficiency with TruckMate and other ERP platforms.
Advanced Microsoft Office skills, particularly Excel, including pivot tables, formulas, and data analysis.
Strong understanding of financial, business, and strategic management.
Experience in customer success, customer service operations, and account management.
Demonstrated ability to lead, coach, and develop teams.
Strong analytical, quantitative, and problem-solving skills.
Excellent written and verbal communication skills.
Strong conflict resolution and interpersonal skills.
Ability to manage competing priorities and collaborate effectively across locations.
Professionalism, accountability, reliability, and attention to detail.
Commitment to safety, security, and operational excellence.
Ability to travel to assigned Alaska locations and Fife, Washington, as needed.

Nice To Haves

Management or supervisory experience overseeing customer service teams across multiple locations.
Experience managing geographically dispersed teams and maintaining consistent operational standards.
Bachelor's degree in Business, Industrial Management, or a related field; equivalent experience is considered.

Responsibilities

Oversee customer accounts from a Customer Success Management perspective across assigned Alaska and Fife, Washington operations.
Ensure consistent customer service standards, responsiveness, and service commitments across all locations.
Conduct bi-weekly customer satisfaction and health-check feedback sessions.
Monitor customer concerns and identify opportunities to improve service delivery and customer relationships.
Serve as a liaison among customer service, dispatch, terminal leadership, and internal stakeholders.
Lead new customer onboarding and serve as the primary point of contact for onboarding activities across assigned locations.
Train and guide team members on customer expectations, account requirements, processes, and service standards, and ensure new accounts transition smoothly into ongoing operations.
Lead, supervise, coach, and develop approximately eight associates across multiple locations; manage performance and provide ongoing feedback and development.
Coordinate staffing, workloads, and priorities to ensure timely and accurate execution of customer orders and service commitments.
Establish consistent service expectations, accountability, and performance standards across locations; foster a safe, supportive, and collaborative work environment.
Empower employees to resolve customer issues promptly and professionally and address performance concerns.
Partner with terminal leadership and cross-functional teams to align customer service operations.
Standardize workflows, procedures, and service expectations across locations.
Implement LEAN practices and quality management systems to promote continuous improvement.
Identify process improvements, reduce errors, maintain current process documentation and SOPs, and recommend corrective actions for operational risks.
Monitor customer service performance and track customer satisfaction and health-check feedback, forecast accuracy versus actual volume, escalation response times, and adherence to internal SOPs.
Identify performance trends, service gaps, and improvement opportunities; update terminal leadership on performance, customer concerns, and corrective action plans.
Develop and implement initiatives to improve service quality, productivity, and customer satisfaction.
Perform other duties and projects as assigned.