Customer Service
Carlisle,
Pennsylvania
Description
The Customer Service Manager is responsible for interfacing with the customer to align customer needs and expectations with operational performance across a network of CJ Logistics Centers. The Customer Service Manager will manage customer operations representatives and will spend most of the time working with the Logistics Center operations teams to deliver on customer requirements.
Essential Duties & Responsibilities |
Ensure adherence to customer and operational requirements Provide regular KPI reporting Interface with Inventory Control on overages, shortages and damaged product Manage daily customer service support through the team structure Ensure effective scheduling, carrier management and yard management
Drive Information flow to achieve customer goals and continuous improvement Identify and communicate status on key success measures and business trends Analyze information and provide insights to customer Communicate operations’ needs and challenges to the customer and provide feedback on concerns (load shifts, inbound quality) Share leading practices, ideas and issues during internal CJ Logistics communications meetings
Manage the CJ Logistics Customer team across the network Ensure analysts and representatives are delivering results for the customer Connect employees to CJ Logistics' and the customer’s business objectives Conduct regular team meetings Hold employees accountable for performance
Engage daily with the customer all operational initiatives Responsible for day-to-day communications with the General Manager and the customer Work with the customer on KPI’s, continuous improvement projects, and to balance workload capacity Provide and share data and insights with the customer
Manage all financial activities to ensure proper billing and cost validation Support the invoicing process including accessorial tracking and billing research Validate customer requests for costs and reasonableness Perform/ Participate in Monthly Financial Review
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