Customer Service Manager
4 weeks ago
_Active Warehousing Inc. is a leading competitor in the 3PL Warehousing Industry. Our hands-on approach to employee safety, client satisfaction, combined with a competitive pay structure, allow us to give our employees a career filled with excitement and security._
- Our warehouses, which are located on the Northwest side of Edmonton, cover 500,000+ square feet of buildings and utilize machines that range from 6,000-36,000 lbs. lift capacity._
Active Warehousing Inc. is seeking to fill the role of a **Customer Service Manager.**
Your role will include working with the administration group providing the tools and templates needed for our clients' success and will do this under the leadership of our well-versed Managers and dedicated Operations team.
You will be the person that keeps the department or company running smoothly with large expectations from your team. You will provide managerial support to this division or department, as well as the entire company.
It's important that you have the detail-orientation to keep track of all the day-to-day operations of a business along with strong analytical skills and an ability to work with many different types of people.
You will help to initiate forward movement in all aspects and this will be reflected by providing reports to supervisors and simultaneous management of multiple schedules.
It's critical to lead teams of other people effectively, and make the right judgement call when it comes to determining whether a course of action is within company policy.
Working with clients and employees daily, you will help to analyze information and make decisions based on analysis.
- **Key Responsibilities**_
- Achieve CS optimization. Ensure that CS department staff aligns with the functional assignments and manages workflow using approved SOPs and workload balancing.
- Manage CSR performance and drive productivity by ensuring that all CSRs are efficient and completing business requirements and targets.
- Use depth charts and annual evaluations to assess CSR skill/performance and guide them in their career development to strengthen the team; Monitor CS attendance and approve OT.
- Inspect CSR transactional responsibilities such as accuracy in warehouse receipts, orders, and invoices; review daily billings to ensure that all direct and ancillary charges are captured to maximize client revenues and that all invoices are transmitted; review freight billings and margins. Consult with Client Manager for actions for improvement.
- Provide supervisory reporting of RAIDEs or other non-conformance issues; ensure prompt reporting and discuss recommendations for Corrective Action, Preventative Action, and Progressive Discipline with the Client Manager.
- Provide daily/weekly Revenue Reports, costings, and other KPI reports as required; coordinate month-end cut-offs and processes with Accounting Department as needed.
- **General Responsibilities**_
- Instruct the Warehouse service team on client SOWs related to receiving, shipping, and extra charge documentation. Listen to issues and problems that Warehouse is having with clients/customers/products and escalate along with recommending solutions to the Client Manager.
- Participate in and direct/coordinate inventory location maintenance, inventory cycle counts schedules and wall-to-wall Physical Counts, and obtain Client Manager approval to adjust client inventory as necessary. Investigate all inventory variances for corrective action and communicate to Client Manager.
- Monitor, track and report to Client Manager all missing or damaged products, client claims or charge-backs, disputed invoices, customer service errors, reported variances, and any other client significant issues of concern.
- Communicate and coordinate with Warehouse Operations on rush orders and rush arrival of products needed for order releases.
- Provide feedback during Business Unit management meetings on all client and service issues to keep everyone updated.
- All other duties as assigned.
- **Knowledge, Skills and Abilities**_
- Ability to lead, motivate, manage, and develop strong teams
- Ability to think strategically (Identify, analyze and solve problems)
- Able to adapt to new and changing environments, technology and processes
- Strong interpersonal communication
- Excellent organization skills
- Strong customer service and administrative skills
- Strong attention to detail
**Job Types**: Full-time, Permanent
**Salary**: From $75,000.00 per year
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Vision care
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Edmonton, AB: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Would you be willing to travel to multiple warehouses throughout the work day?
**Experience**:
- WMS / CRM / TMS / ERP System: 4 years (preferred)
- Dispatch: 3 years (preferred)
- Customer Service: 5 years (preferred)
- Team Manag
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