Customer Service Manager

American Iron & Metal (AIM) is looking to add a Customer Service Manager to join our growing logistics team. As an AIM CSM, you will lead the customer service team to deliver exceptional customer experiences. This role is responsible for overseeing daily operations, improving service processes, resolving escalated issues, and ensuring customer satisfaction aligns with company standards and goals. The scope of work consists of 1500 customers, 24 operations and over 100 drivers.

What you’re responsible for:

• Lead, coach, and develop customer service representatives
• Monitor team performance and provide regular feedback and training
• Handle escalated customer complaints and complex service issues
• Develop and implement customer service policies and procedures
• Track and analyze customer service metrics (CSAT, response time, resolution rate, etc.)
• Collaborate with other departments to improve customer experience
• Ensure consistent, high-quality service across all customer touchpoints
• Prepare reports on team performance and customer trends
• Manage scheduling, staffing levels, and workflow optimization