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Customer Service Manager

2 months ago

Toronto, Canada TA Services Full time

This position is responsible for overseeing designated team members in the management of existing and new business by ensuring compliance with the company’s operational guidelines, processes, policies and procedures.

This is a very exciting opportunity for a bright, dynamic individual who loves a challenge, has a thirst for learning, a very strong work ethic and is passionate about providing exceptional service.

We offer a highly competitive base salary and a comprehensive benefits package.

**Key Responsibilities**
- Manage existing accounts by coordinating and arranging the transportation of goods in an efficient and timely manner taking into consideration the specific needs and requirements of clients and carriers
- Manage assigned accounts to meet or exceed performance goals
- Manage the development of assigned staff through effective coaching, feedback, training on policies/procedures, systems, services and selling skills.
- Plan, schedule and conduct training of new hires and re-train existing staff as needed to ensure proper skill and knowledge levels
- Communicate policy and procedural updates to team members
- Influence team members to improve their skills and, department performance by sharing 'best practices'
- Oversee tracking and dispatch compliance goals
- Run scheduled weekly team meetings with supporting reports and feedback
- Conduct periodic audits on team members on:

- Tracking compliance
- Load building accuracy as it relates to driver information, rates, unloading, etc.
- Appropriate paperwork and instructions for pickup and delivery to Carriers
- Updated notes in various internal systems accurately
- Completion of the carrier scorecard + other performance tools
- Identify individual performance issues and assist with developing a plan for performance intervention
- Escalate non-compliance issues to Sales Management
- Provide input into Training material to improve operational performance
- Provided overall performance feedback to Management
- Assist Management in RFP/RFQ proposal development and support process
- Monitor evening and weekend loading, providing support to your team and afterhours team as required

**Relationships**
- Internally, position interacts with: _**Senior Management, and assigned Sales Team**_
- Externally, position interacts with: _**Clients and carriers to accomplish goals**_

**Education/Experience/Effort**
- High School Diploma along with some Post-Secondary Education

Pay: $50,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- Vision care

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Account management: 2 years (preferred)
- Logistics: 2 years (preferred)

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