Customer Service Manager

3 days ago

Bolton, Canada Freightcom Inc Full time

Freightcom is comprised of an amazing team of individuals of diverse backgrounds, experiences and perspectives. We praise new ideas, new methods of doing things and learning what works and what doesn’t. We promote thinking outside the box to solve problems and often look at how we can simplify or automate any process we do, freeing up valuable time of any team members and making tasks easier to complete Our organization has a business casual environment and focuses on teamwork, associate development, training and continuous improvement.

**Position Overview**:
**Key Responsibilities**:

- Lead, coach, and manage a team of customer service representatives to ensure high performance and customer satisfaction.
- Oversee the day-to-day operations of the customer service department, ensuring timely and effective communication with clients.
- Handle escalated service issues and collaborate with customers, carriers and account managers to resolve complex logistics challenges.
- Develop and implement customer service policies, processes, and training to improve efficiency and consistency.
- Monitor key performance indicators (KPIs) to assess service levels and drive continuous improvement.
- Maintain strong relationships with carrier partners and stay current on service trends, issues, and best practices in the logistics industry.
- Identify areas for service enhancement and contribute to customer retention and growth strategies.

**Qualifications**:

- 4+ years of experience in customer service, with at least 3 years in a leadership role—preferably in the freight, logistics, or transportation industry.
- Strong knowledge of LTL and parcel operations.
- Proven ability to manage and motivate teams in a fast-paced, high-pressure environment.
- Excellent communication, conflict resolution, and problem-solving skills.
- Ability to work collaboratively across departments and with external partners.

Pay: $50,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- Monday to Friday

Work Location: In person

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