Assistant Customer Service Manager - Remote

Overview

The Assistant Customer Service Manager supervises and coordinates the activities of workers in VIP, Customer Service, and Support Services by way of planning, assigning and directing work, addressing complaints and resolving problems.

This managerial position is critical for achieving excellent customer service and operational efficiency across the three departments.

In Short

• Supervise and coordinate workload for the Support Services, VIP Customer Service, and Customer Service departments.
• Provide daily direction and support for the three departments.
• Conduct yearly performance reviews with department Supervisors.
• Manage departmental staffing decisions including interviewing and training new employees.
• Generate and submit comprehensive reports monthly.
• Handle major customer inquiries, escalations, and upset customers.
• Collaborate with partner carriers and management for timely service completion.
• Participate in on-call rotation for after-hours customer service.
• Oversee departmental equipment functionality and report technical issues.
• Travel when required.

Requirements

• Strong management and communication skills.
• Ability to motivate others and work well in a team.
• Fluent in company policies and procedures.
• Good knowledge of AS400 system and U.S. Regulations.
• Good computer skills including LTL 400, Excel, Google.
• Organized with the ability to handle multiple tasks.
• French language is an asset.

Benefits

• Competitive wages.
• Comprehensive Benefits Package.
• Profit Sharing Opportunities.
• Opportunities for growth and advancement.