ISO Customer Service Manager

Heniff Transportation Systems•St. Louis, MO

4d•Onsite

About The Position

The Customer Service Manager at ISO Depot is responsible for overseeing the customer service team, ensuring exceptional service delivery, and driving customer satisfaction across all client interactions. This role plays a critical part in maintaining strong client relationships, supporting ISO compliance service delivery, and continually improving the customer experience.

Requirements

Bachelor’s degree in Business, Communications, or related field preferred
5+ years of customer service experience, with at least 2 years in a leadership role
Experience in ISO, compliance, certification, or service-based industries is a plus
Industry knowledge (tank container handling, cleaning, testing, and repair)
Excellent communication and interpersonal abilities
Problem-solving and conflict resolution expertise
Highly organized with strong attention to detail
Customer-centric mindset with a commitment to service excellence
Proficiency in CRM and customer support tools
Ability to analyze data and leverage insights for improvement
Proficiency in customer relationship management (CRM) systems (e.g., Salesforce, Depot Software, TMW as needed)
Experience with customer support/ticketing platforms (e.g., Zendesk, Freshdesk, ServiceNow)
Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Ability to analyze and interpret data using spreadsheets and reporting dashboards
Familiarity with quality management or compliance systems is preferred
Experience using collaboration tools (e.g., Microsoft Teams, Slack, Zoom)
Ability to quickly learn and adapt to new software, systems, and technologies
Ability to read, write and speak English proficiently.

Nice To Haves

3–5 years of experience in customer service or logistics, preferably in tank container or depot operations.
Strong knowledge of intermodal tank container services and depot processes.
Experience with depot management systems (e.g., Tank Container ERP, depot tracking tools).

Responsibilities

Ensure timely and professional handling of customer inquiries, issues, and service requests
Maintain high levels of customer satisfaction (CSAT) and retention
Monitor service quality and implement improvements based on feedback and trends
Handle escalated customer issues and provide resolution
Develop and optimize customer service processes, workflows, and SOPs
Monitor daily operations, including ticket queues, response times, and resolution rates
Collaborate with cross-functional teams (Sales, Operations, Quality/Compliance) to ensure seamless service delivery
Implement tools and systems to improve efficiency (CRM, ticketing platforms)
Build and maintain strong relationships with key clients
Support onboarding of new customers and ensure smooth service implementation
Act as a liaison between clients and internal teams for service-related matters
Track and analyze customer service metrics and KPIs
Prepare regular reports for leadership on performance, trends, and opportunities
Identify process gaps and lead continuous improvement initiatives
Ensure compliance with ISO standards and company quality policies
Other duties as assigned