Customer Service Manager

Responsibilities:

1. Manage, oversee, and supervise the business of the Trans Loading Operation group.
2. Create and maintain SOPs and train employees. Develop standard problem-solving procedures.
3. Arrange shipments as requested by customers in a manner that contributes to the company’s sales, profitability, and maintains the quality of service.
4. Troubleshoot customer claims and complaints, incidents, and work with related parties (customers, vendors, insurance companies, and ATS group offices) to close the case.
5. Make proposals and service quotes for business related to Trans Loading and Land Transportation and submit to clients and ATS Group offices.
6. Understand AIOS (including other work-related systems the company uses) and maintain the master information. Modify, correct, or delete as a company-authorized system power user.
7. Draw up the budget for the Trans Loading Operation group and monitor and analyze the results.
8. Propose to immediate superiors or the company’s internal groups for the purpose of increasing sales and profitability. Conduct customer satisfaction surveys.
9. Negotiate and complete contracts/agreements with vendors for business related to transportation and customs formalities for services both domestically and internationally. Ensure understanding of the conditions and terms, including their liabilities before use.
10. Hold quarterly meetings with contracted container draymen, local delivery truckers, FTL & LTL carriers to review contracts and update domestic land transportation business trends.
11. Stay updated on various rules, policies, and programs of the company’s business and train employees if required.
12. Evaluate employees’ performance. Maintain employees’ work schedules, including work assignments, job rotation, training, paid time off, cover for absenteeism, and overtime scheduling.
13. Perform special projects and other duties including business trips and client visits when instructed by management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skills, and/or abilities required.

Education: High School Diploma or GED

Required Experience: Over 10 years of experience in international freight forwarding.