Job details

Customer Service Manager

The Customer Service Manager is responsible for interfacing with the customer to align customer needs and expectations with operational performance across a network of CJ Logistics Centers. The Customer Service Manager will manage customer operations representatives and will spend most of the time working with the Logistics Center operations teams to deliver on customer requirements.

Essential Duties & Responsibilities

Ensure adherence to customer and operational requirements

Provide regular KPI reporting
Interface with Inventory Control on overages, shortages and damaged product
Manage daily customer service support through the team structure
Ensure effective scheduling, carrier management and yard management

Drive Information flow to achieve customer goals and continuous improvement

Identify and communicate status on key success measures and business trends
Analyze information and provide insights to customer
Communicate operations’ needs and challenges to the customer and provide feedback on concerns (load shifts, inbound quality)
Share leading practices, ideas and issues during internal CJ Logistics communications meetings

Manage the CJ Logistics Customer team across the network

Ensure analysts and representatives are delivering results for the customer
Connect employees to CJ Logistics' and the customer’s business objectives
Conduct regular team meetings
Hold employees accountable for performance

Engage daily with the customer all operational initiatives

Responsible for day-to-day communications with the General Manager and the customer
Work with the customer on KPI’s, continuous improvement projects, and to balance workload capacity
Provide and share data and insights with the customer

Manage all financial activities to ensure proper billing and cost validation

Support the invoicing process including accessorial tracking and billing research
Validate customer requests for costs and reasonableness
Perform/ Participate in Monthly Financial Review

CJ Logistics Glassdoor Company Review

3.3