Customer Service Manager

the Lynden Family of Companies • Juneau, AK

10h • Onsite

About The Position

The Customer Service Manager is responsible for maintaining a constant focus on safety, improving yard operations and customer service efficiency, fostering a positive work culture, and coordinating staffing and training. This role involves collaborating with other departments to enhance processes, supervising administrative activities, handling payroll and performance reviews, ensuring accurate freight handling and documentation, resolving discrepancies, managing financial records, and being physically present daily to support high service standards.

Requirements

• High school diploma or general education degree (GED).
• Must have the ability to read and interpret documents such as tariffs, procedure manuals, employee and safety manuals; ability to read, write, and interpret routine reports and correspondence; ability to communicate effectively with customers, contractors, vendors, managers, and other employees of the organization.
• Must have a working knowledge of Windows 2000, Word, Outlook, and Excel programs.
• Ability to add, subtract, multiply, and divide two-digit numbers.
• Ability to understand detailed written and oral instructions; ability to prioritize and problem-solve in time/safety-sensitive situations.
• Ability to organize and follow through to completion projects and tasks assigned or assumed; ability to provide objective and decisive action(s) necessary to resolve any/all issues with minimal disruption to operational performance.
• Attendance and timeliness are essential functions of this position.

Responsibilities

• Safety is Lynden’s first responsibility to our employees and our customers. This position is a safety-sensitive position and the ability to work in a constant state of alertness and safe manner.
• Core responsibilities may include the betterment of receiving in yard operations and customer service to ensure efficiency and accuracy expectations are being met.
• Work to communicate and improve company culture and work conditions.
• Works to analyze job requirements and working conditions of customer service personnel to initiate changes that increase efficiency and quality of service to customers.
• Embrace AMT’s customer service goals and coordinates employee staffing and activities with other Lynden Customer Service Managers to ensure proper training, staffing levels and degree of experience at the Juneau location.
• Works with other departments and supervisors of the company to initiate improvements to our processes and service. Investigate and reports to management improved customer service programs, processes or tools in order to increase efficiency or enhance service.
• Coordinates and supervises the activities within the Customer Service Administration offices. Analyzes and resolves work problems or assists workers in solving work problems. Initiates or suggests plans to motivate workers.
• Processes employee payroll hours. Maintains all required records. Creates written job performance reviews of subordinates.
• Communicates and coordinates with other departments and contractors to plan, document and receive freight while maintaining efficiency and high customer service standards. Monitors customer’s specific requirements, including, but not limited to, freight receiving schedules, documentation needs, special handling needs, inbound and outbound equipment tracking, and hazardous documentation.
• Compiles and provides customized freight and unit manifests to customer as requested. Responds to customer questions, concerns and service requirements.
• Oversees the processing of Bills of Lading, reviews for accuracy and required purchase order documentation, barge documentation and truck and barge dispatching. Performs or oversees the performance of destination functions including voyage arrival and studding of equipment.
• Investigates and resolves discrepancies involving over, short, or damaged freight.
• Collects payment and processes information involving bank deposits and account receivable records.
• Daily physical presence is required.
• Directly supervise employees in Customer Service Juneau office. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Benefits

• Paid time off – start with 17 days paid time off a year (PTO)+ additional extended leave paid time
• Paid Holidays– 8 paid holidays a year in addition to PTO
• Health Insurance – medical, dental and vision with low employee contributions
• Health Insurance for your family– we also contribute to medical, dental and vision for your family.
• 401(k)– with company match + additional annual retirement contribution.
• Tuition Reimbursement
• Employee Assistance Program
• Life Insurance and AD&D– we pay at no cost to you.
• Long term disability– we pay at no cost to you.
• Opportunities for internal promotions/career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED