Customer Service Manager for Growing Logistics

Company Overview : We are a small but growing third-party logistics (3PL) fulfillment company located in North York dedicated to providing seamless, end-to-end logistics solutions to businesses of all sizes. Our mission is to optimize supply chain operations, ensuring timely delivery and exceptional service. As we continue to grow and expand our services, we are looking for a dynamic and experienced Customer Service Manager to lead our customer service team.

Responsibilities :

• Lead, manage, and develop the customer service team to ensure high performance, effective teamwork, and continuous improvement.
• Develop and implement customer service policies and procedures to ensure consistent service excellence.
• Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing strategies to enhance service quality and efficiency.
• Serve as the escalation point for resolving complex customer issues and complaints, ensuring customer satisfaction and loyalty.
• Develop and implement proactive outreach strategies to keep customers updated on company developments and ensure their future needs are being planned for and ultimately met.
• Collaborate with other departments, including operations and sales, to ensure a seamless customer experience and address any service delivery challenges.
• Conduct regular training sessions for the customer service team on best practices, new technologies, and industry trends.
• Foster a culture of customer-centricity, encouraging proactive problem-solving and innovation within the team.
• Manage customer service budget, ensuring resources are allocated effectively to meet department goals.

Requirements :

• A minimum of 5 years of experience in customer service management, preferably in the logistics or 3PL industry.
• Demonstrated ability to lead and motivate a customer service team in a high-volume, fast-paced environment.
• Strong understanding of customer service metrics and KPIs, with a track record of improving customer satisfaction and loyalty.
• Excellent problem-solving skills and the ability to make decisions quickly and effectively under pressure.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with customers and team members at all levels.
• Proficiency in customer service software and CRM systems.
• Experience with a ticketing system like Zendesk an asset
• Experience with ShipHero, our warehouse management software (WMS), is preferred
• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field is preferred.
• Comfortable working in a warehouse environment.

What We Offer :

• Competitive salary and benefits package.
• Opportunities for professional growth and development within a dynamic and supportive environment.
• Ability to work
• A collaborative and inclusive workplace culture.

Benefits :

• Casual dress
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Ability to Commute:

• North York, ON M9L 1Y4 (required)

Work Location: Hybrid remote in North York, ON M9L 1Y4