Retail Customer Service Manager

Customer Service Manager of Retail Logistics
The Customer Service Manager of Retail Logistics will oversee the CSS Supervisor, CSS Lead, CSS Specialist and Customer Service Associates and Tracking / Tracing clerks in the department. The Customer Service Manager of Retail Logistics will assist with customer service related questions, problems, issue resolutions. The Customer Service Manager of Retail Logistics will work directly with customers and sales representatives to ensure the highest standard of service. The position will report to Anthony Hagl-Director of Operations and works closely with the CSS Supervisor and or CSS Lead in developing, motivating, and training department employees. The position will be responsible in seeing that all departmental position training is completed. Customer Service Manager of Retail Logistics will also be responsible for working on departmental projects as assigned by the Anthony Hagl-Director of Retail Service.

Essential Duties and Responsibilities
Team

Mentorship

High level metrics analysis/reporting

Hiring new members

Knowledge management development/reporting

Services

Program development/Upsell additional products/services

KPI management

Key relationship development

Process management

Customer Success

KPI management/reporting

High level relationships development/management

Onboarding management

Profitability management

Additional Responsibilities

Excellent verbal and written skills.

Knowledge and ability to enter data in Logistics software.

Excellent problem solving and resolution skills.

Ability to work under pressure situations.

Ability to Multi-task.

Detail oriented.

General office management experience.

Qualifications

A minimum of 35 years of experience in customer service within the logistics/transportation and/or retail sectors.

Minimum 1 year supervisory experience

Education and/or Experience Required

College or some college preferred.

Language Skills Sets

Must be able to communicate, read, write, and speak English.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine "root cause" of problem and determine corrective action.

Computer Skills

To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software.

Physical Demands

Must be able to occasionally lift and/or move up to 25 pounds.

Must be able to activate phone systems utilizing keyboards and buttons.

Must be articulate and comfortable speaking in front of others.

Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.

Frequently required to talk, hear, stand and walk.

Must be able to work in excess of continuous 8 hours when required.

Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.

Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.

Must be able to speak and communicate clearly over telephones.

Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

Work Environment

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.

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