Customer Service Manager

FreezPak Logistics • Elizabeth, NJ

9d • $65,000 - $75,000 • Hybrid

About The Position

The Customer Service Manager at FreezPak Logistics is responsible for overseeing and enhancing the customer service operations, ensuring customer satisfaction, and managing the team that handles orders, tallies inventory, and addresses customer inquiries and issues. This role requires a blend of leadership, problem-solving skills, and logistics expertise to maintain and improve service quality and operational efficiency.

Requirements

• Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
• Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• Strong knowledge of logistics and inventory management.
• Excellent leadership and team management skills.
• Outstanding communication and interpersonal skills.
• Proficiency in customer service software and MS Office Suite.
• Ability to handle multiple tasks and work under pressure.
• Strong problem-solving and analytical abilities.

Responsibilities

• Oversee the daily operations of the customer service department.
• Develop and implement customer service policies and procedures.
• Monitor and evaluate the performance of the customer service team.
• Handle complex or escalated customer inquiries and complaints promptly and effectively.
• Supervise the order processing workflow to ensure timely and accurate order fulfillment.
• Collaborate with other departments to ensure seamless order handling and delivery.
• Maintain accurate records of customer orders, ensuring all necessary information is documented.
• Ensure accurate tallying of inventory to maintain up-to-date records.
• Work closely with the warehouse and logistics teams to manage stock levels and inventory movements.
• Conduct regular audits to verify inventory accuracy and resolve discrepancies.
• Lead, coach, and develop the customer service team to achieve performance goals.
• Conduct regular training sessions to enhance team skills and knowledge.
• Foster a positive and collaborative work environment.
• Analyze customer service metrics to identify trends and areas for improvement.
• Prepare and present regular reports on customer service performance to senior management.
• Implement strategies to improve service levels and customer satisfaction.
• Build and maintain strong relationships with key customers.
• Gather and analyze customer feedback to improve service offerings.
• Ensure customer needs are met in a timely and efficient manner.
• Identify opportunities for process improvements and implement changes to enhance efficiency.
• Stay updated on industry trends and best practices in customer service and logistics.

Benefits

• Health Insurance – comprehensive plans for you and your family
• 401(k) + Company Match – plan for your future with our competitive program
• Paid Time Off (PTO) – generous time off to support work-life balance
• Life Insurance – financial protection and peace of mind for you and your loved ones
• Career Growth – incredible opportunities to advance as we grow

What This Job Offers

• Job Type: Full-time
• Career Level: Manager