Customer Service Manager

PACIFICA TRUCKS LLC•Long Beach, CA

6d•$115,000 - $125,000•Onsite

About The Position

We are seeking a results-driven customer service professional with 10+ years' experience leading teams of 10+ in high-volume environments. Skilled in improving customer satisfaction, resolving escalated issues, and streamlining operations. Recognized for strategic leadership, developing talent, and fostering a collaborative team culture. Must have 10+ years experience managing Customer Service teams of 10 or more. The Customer Service Manager plays a vital role in our daily operations by leading and guiding our team to deliver the most professional customer service in the industry. As the key connection between our customers and our employees, this role is central to fostering strong relationships and ensuring exceptional service experiences. The Customer Service Manager directly influences customer satisfaction, employee engagement, and the overall growth and success of our business.

Requirements

10+ years' experience leading teams of 10+ in high-volume environments.
Skilled in improving customer satisfaction, resolving escalated issues, and streamlining operations.
Recognized for strategic leadership, developing talent, and fostering a collaborative team culture.
Must have 10+ years experience managing Customer Service teams of 10 or more.
Four-year college or university degree, and a minimum of ten years related experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage, and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Excellent Internet search capabilities.
Knowledge of the Microsoft Office Suite of Products.

Nice To Haves

Up to 25% travel

Responsibilities

Ensure Pacifica delivers an industry-leading customer service experience by fostering customer engagement and supporting organic growth through exceptional communication, strong relationship-building, and effective inside sales practices.
Lead and motivate the team: Provide clear direction and motivation to achieve organizational objectives by prioritizing and optimizing workloads, ensuring timely and accurate execution. Lead by example while recognizing and valuing the contributions of employees.
Facilitate training and development: Oversee comprehensive training initiatives to equip team members with the skills and knowledge needed for success, while fostering a culture that values continuous growth and improvement.
Monitor performance and provide feedback: Supervise the customer service team by monitoring key performance indicators, evaluating efficiency and punctuality, and conducting regular performance reviews. Provide constructive feedback to drive continuous improvement, promote accountability, and ensure team members have the tools and resources needed for success.
Foster a positive work culture: Cultivate a workplace environment rooted in teamwork, mutual respect, and open communication. Uphold the highest standards of ethical conduct and social responsibility in every action and decision. Encourage a culture of continuous improvement by championing innovative process enhancements, empowering individuals to contribute ideas, and aligning efforts toward shared success.
Manage customer interactions: Respond promptly and effectively to customer inquiries and concerns, ensuring satisfaction through attentive service and proactive solutions. Build strong, lasting relationships founded on compassion, integrity, authenticity, and respect, reinforcing trust and loyalty at every touchpoint.
Ensure Accurate and Timely Customer Billing: Oversee the customer service team to ensure timely and accurate reconciliation of shipments and related charges. Maintain billing accuracy as a cornerstone of exceptional customer service, reinforcing trust, transparency, and operational efficiency.
Collaborate with other departments: Work cross-functionally to support the achievement of corporate goals.
Report to senior management: Maintain effective communication with senior leadership to ensure alignment with company strategy.
Attain and maintain subject matter expertise in core operating systems to maximize departmental productivity and efficiency.
Develop and maintain specialized knowledge of port and rail drayage services.
Design, document, and implement standardized procedures and policies to ensure consistency, efficiency, and compliance across all operations.
Develop comprehensive training programs that equip teams with the knowledge and skills necessary for success, fostering alignment and continuous improvement.
Analyze operational statistics and prepare accurate, insightful reports.
Stay up to date on CRM & Workflow Technologies
Provides and maintains customer-specific SOPs.
Resolves escalated client issues.
Analyze customer service-related information and evaluate the results to choose the best resolutions/alternatives to address customer service-related challenges.
Meet designated KPIs weekly, monthly, and quarterly according to Company policies.
Assist management with projects as needed.
Other duties, as assigned.
Directly supervises 5 to 7 company employees in the Customer Service Department.
Directly supervises 3-5 contractors based abroad.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; interviewing, hiring, and training employees; planning, assigning, and directing work; leading by example and motivating staff; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.