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Customer Service Manager

2 weeks ago

Edmonton, Alberta, Canada MTE Logistix Full time $80,000 - $120,000 per year

Company Overview

MTE Logistix is one of Alberta's largest and fastest-growing 3PL warehousing providers, with multiple locations in Edmonton and Calgary. Our commitment to client success drives our exceptional team, who work together to deliver unparalleled service in the logistics marketplace.

Summary:

We are seeking a Customer Service Manager to join our dynamic team at MTE Logistix. The Customer Service Manager is a pivotal role in ensuring smooth communication between clients and logistics operations. The CSM is the main point of contact to ensure client satisfaction, operational efficiency, and service excellence are successful.

Responsibilities:

  • Supervise and train customer service representatives, dispatchers, and support staff to maintain high service standards.
  • Ensure staffing is appropriate, and that CSR's are efficiently performing day-to-day business activities. Discuss with Senior Operations Manager and warehouse supervisors to ensure client expectations are clearly understood.
  • Train and cross-train CSRs on how to effectively provide the administrative and transactional requirements of their customers in a timely and accurate manner by referring to SOPs and client specific SOW documents
  • Monitor attendance, approve overtime and be personally involved in all scheduling, training, conflict, discipline, and evaluation issues with the Senior Operations Manager, coordinating with Human Resources as required
  • Coordinate with management team to review updates to inventory and rates before entering changes into warehouse management software.
  • Communicate and response time with clients on specific issues and areas of potential service enhancement to be addressed within a ½ hr of client request. Ensure all client contacts are maintained with good relations using positive communications.
  • Ensure that client accounts are assigned effectively and CSR workload is monitored and distributed appropriately as required.
  • Maximize client revenues and ensure all direct and ancillary charges are captured.
  • Set up new client accounts and ensure that inventory is set-up efficiently and accurately in warehouse management system, by referring to client SOW and Rate Agreement documents.
  • Ensure that all paperwork, documentation and reporting requirements are completed accurately and ahead of deadlines. Refer to SOW for client specific reporting. Utilize Senior CSR or CSS to delegate the duties needed to produce reports.
  • Handle escalations and resolve service-related issues swiftly, often coordinating with warehouse, transportation, and IT teams.
  • Maintain a target 100% client order accuracy goal and ensure client deadlines/expectations are met.
  • Provide management team with monthly costing reports.

Qualifications:

  • Post-secondary education in a relevant field (ex: Logistics etc).
  • Exceptional interpersonal skills including demonstrated ability to build rapport, manage conflicts, negotiate, foster accountability, and delegate.
  • Exceptional written and verbal communication capabilities.
  • Strong technical aptitude to master new software, new processes, and to troubleshoot potential issues with existing hardware and software.
  • Strong organizational qualities, comfort making and tracking long-term plans.
  • Ability to work autonomously in a fast-paced environment and to manage multiple concurrent priorities.
  • Adherence to the utmost standards of professionalism

Desired Experience:

  • Prior work experience in logistics, order fulfillment, and/or Supply Chain, 3PL experience.
  • Prior MAVES Warehouse Management Systems and Microsoft Office experience.
  • Proven history of leading change management initiatives.
  • Experience managing teams.

If you are passionate about delivering exceptional customer experiences and want to grow your career in a thriving logistics environment, we invite you to apply today at MTE Logistix

Thank you to all applicants for your interest. Only those who meet qualifications will be contacted.

Job Types: Full-time, Permanent

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • RRSP match
  • Vision care

Work Location: In person