Manager Customer Service

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Full Time Management Los Angeles, CA, Terminal Island, CA, US.

Salary Range: $100,000.00 To $125,000.00 Annually

Yusen Terminals LLC ("YTI") is an affiliate of Ocean Network Express (ONE) based in Terminal Island (Los Angeles), CA. YTI operates a state‑of‑the‑art marine container terminal in the Port of Los Angeles and provides stevedoring and terminal operations for Premier Alliance (ONE, HMM and Yang Ming) and chartering from Evergreen, CMA‑CGM, APL, COSCO and OOCL. YTI’s highly experienced management team is committed to efficient cargo handling with a focus on service delivery and customer satisfaction.

Overview
Reporting to the Department Manager of Customer Service, the Manager, Customer Service will oversee all aspects of Customer Service, ensuring compliance with safety programs and maintaining open communication with Operations Managers.

What you will do

Ensure alignment with Yusen Terminals’ safety program and instill a culture of compliance.

Manage a team of 20 OCU customer service representatives.

Handle daily staffing, including ordering temps as needed.

Supervise and train representatives.

Approve OCU timecards, handle payroll discrepancies, and coordinate with the Nashville payroll team.

Approve and track OCU time‑off requests.

Oversee and track trouble transactions and implement changes to reduce them.

Provide training on Custom Release Process and Procedures.

Onboard new customers.

Research data for CBP gate mis‑releases, mitigate fines and penalties, and implement related fixes.

Attend monthly CBP meetings and relay pertinent information to terminal management.

Manage OCU overtime budget.

Create and submit YTI technology letters for automation to union officials as required per OCU contract.

Collaborate with operations to ensure customer expectations are met.

Administer the OCU contract.

Handle billing disputes with the Nashville billing team.

Maintain open communication with the Marine, Rail, Yard, and Safety departments.

What you will bring

Undergraduate degree or higher preferred.

3‑5 years customer service experience with at least two years in a supervisory role.

Excellent leadership and managerial skills.

Effective communication skills with customers, vendors, and suppliers, often in stressful situations.

Strong oral and written communication.

Good organizational and detail orientation.

Ability to gather, interpret, compile data, and prepare reports.

Quick decision‑making in a changing environment.

Ability to inspire others and encourage high performance.

Strong rapport building with internal and external customers.

Advanced proficiency in MS Word, Excel, PowerPoint, and Outlook.

Benefits

Paid time off – 21 days to start as a new hire.

100% company‑paid medical, dental, and vision for employee and family.

Open, collaborative culture focused on continuous learning.

Competitive compensation with potential for performance‑based rewards.

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