Customer Service Manager

6 days ago

Winnipeg, Canada Gardewine Full time

Gardewine is a Manitoba company, with terminals across Canada and a strong history that dates back to the 1950’s. Since being founded in the northern community of Flin Flon we have grown significantly by diversifying within the transportation industry. The most important aspect of our company’s operations is our dedicated people;
_our people will always be the source of our success and their safety and health will always come first_. We are currently seeking a
**_Customer Service Manager_**
***to join our team in our
**_Winnipeg Terminal_**.

The Customer Service Manager is responsible for leading all activities and staff within the Customer Service department. Included in the responsibilities is the monitoring of claims, on-time deliveries, mis-shipments for all terminals, timely communication and mentoring staff.

**Duties and Responsibilities**
- Manage and maintain the customer relationship management system (Freshdesk) and the telephone queue
- Provides positive friendly service to all internal and external customers
- Lead, manage and supervise the customer service team, including reception
- Manage customer portals to ensure required information is provided in a timely manner
- Train, coach and support the team by setting clear expectations, role modeling behavior and participating in daily activities
- Mentor and develop customer service staff by creating an environment of excellence, encouragement and empowerment
- Takes ownership of customer issues and follows through to resolution
- Investigates customer inquiries and complaints
- Oversee the process for locating unaccounted freight using our internal CLI tracking system, reviewing camera footage and physically checking the dock
- Recommend solutions to challenges that in turn provide better customer service
- Regularly communicates with other managers regarding on-time deliveries, miss-shipments, and damages
- Partner with other departments to understand pick-up and delivery timelines for customers
- Administer all paperwork in compliance with regulations, applicable laws and customers’ requests
- Track, monitor and report on Customer Service KPI’s weekly, monthly and yearly
- Supervise ongoing productivity measures to maintain compliance and adhesion to goals and objectives
- Participate in all health and safety initiatives
- Contribute to the management team by assisting as requested

**Supervisory Responsibilities**

Is responsible for leading, managing and supervising the customer service team.

**Qualifications**

Minimum of three years of experience in a managerial role within a large, fast-paced environment with emphasis on customer service, communication and leadership. Strong communication and interpersonal skills are required. Demonstrate strong analytical, time management skills and organizational skills to manage multiple tasks and time sensitive issues. Operational experience in LTL freight transportation or similar area preferred. Must have working knowledge of Microsoft Office Software and Freshdesk (or a similar customer relationship management tool)

**Physical Requirements**

Predominantly this position is sedentary using the phone and computer. Though at times may have to be able to bend, stoop, stand, walk, turn, pivot, and stand for periods of time while on the Dock. Some travel may be required.

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