Customer Service Manager - 2nd Shift

Total Quality Logistics, Inc.•Cincinnati, OH

63d•$75,000 - $90,000•Onsite

About The Position

As a Customer Service Manager for TQL, you will be leading a team based in Cincinnati who is directly responsible for the daily support of our sales teams. This team works second shift and works in unison with team based in San Antonio. This role includes supervising team performance, interviewing, hiring, and coaching team members and leadership, ensuring sales accounts are supported, and conducting regular account reviews to reallocate resources. Historically we promote internally, but our rapid growth and expansion has created an opportunity for a highly driven leader to join the TQL team.

Requirements

Bachelor's degree preferred
Experience directly supervising mid-to-large teams
5+ years of people management experience
Call center, logistics, or service-based industry experience required
Demonstrated ability to coach, lead and motivate others
Excellent verbal and written communication skills
Moderate MS Suite skills - Outlook, Word, Excel
Experience in a fast-paced environment with rapid and everchanging priorities
Ability to work a flexible schedule in a 24/7/365 environment

Responsibilities

Provide daily support and leadership for team members and internal customers
Manage team performance, ensuring all metrics and KPIs are met
Interview, hire, onboard and train a high performing support team
Work directly with Sales Managers and Directors to staff and allocate support resources appropriately
Identify team and department process improvements and efficiency gains
Provide and develop strategic solutions for process enhancements
Monitor reporting and analytics specific to your department's needs and communicate to senior leadership
Collaborate with department analyst team to develop and refine service commitments
Work with the Learning and Development department to help maintain and continuously enhance training programs
Occasional travel to San Antonio
Ensuring employees maintain the highest level of integrity
Continuous focus on leadership development of Supervisors and Team Leads

Benefits

$75,000-$90,000 base salary, performance bonuses and long-term incentive program
Join a well-established, respected industry leader and brand
Comprehensive benefits package with 401k and company match
We win wherever we go - Voted a Fortune 100 Best Companies to Work For (2023) and Forbes America's Best Employers (2022)

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