The Assistant Customer Service Manager supervises and coordinates the activities of workers in VIP, Customer Service, and Support Services by way of planning, assigning and directing work, addressing complaints and resolving problems.
This managerial position is critical for achieving excellent customer service and operational efficiency across the three departments
Key Duties and Responsibilities:
1. Departmental Leadership & Supervision
Supervise and coordinate the workload for the Support Services, VIP Customer Service, and Customer Service departments to ensure they meet targets and provide excellent customer service.
Provide daily direction, support, and coverage backup for the three departments, including covering for the Supervisor when off, and ensuring coverage is seamless during any absence.
Conduct yearly performance reviews with the Supervisors of the three departments.
Maintain and recommend updates to work procedures, on call and department schedules, and work flow to improve operational efficiencies.
2. Staffing & HR Administration
Manage departmental staffing decisions, including:
Interviewing potential candidates and assisting with training new employees (e.g., ensuring lead program training is successful).
Determining staffing requirements, internal applicants, salary recommendations, and administering disciplinary actions when required.
Reviewing the shared master time sheet weekly.
Deciding when overtime is required to meet deadlines.
3. Reporting & Data Management
Generate and submit comprehensive reports monthly, including:
KPIs to the Customer Service Manager for Senior Management.
Outstanding DBI reports to Operations Management.
Key Customer Performance Indicators to the Marketing Committee (often requiring data collection from other Supervisors/departments).
Oversee and manage specific operational reports and systems, including Uline reports/exception reports and QPM 4.7.80 requests/daily exceptions, ensuring all required information is in the system.
Shiplify pickup disputes
4. Customer Escalations & Account Management
Work closely with Sales and Operations Management to define and meet specific customer expectations.
Handle major customer inquiries, escalations, and upset customers, providing necessary direction and resolutions.
Expedite freight and handle Shiplify pickup disputes as required.
Provide various custom reports to major customers upon request.
Manage VIP accounts by assessing potential customers to customize services, performing quarterly reviews and updates of the VIP Account List, and ensuring traffic is aware of new VIP accounts.
Review phone recordings as required when resolving customer or other department issues.
5. Operational Support & Additional Duties
Collaborate with partner carriers, Terminal Staff, Sales, and Management to ensure timely completion of DBIs and provide a premium service experience.
Oversee departmental equipment functionality and identify/report all major technical issues to the Information Technology Department.
Participate in the on-call rotation, monitoring all after-hours VIP emails and phone calls, and taking action on urgent requests.
UAT Business testing for feature requests / IT requests
EDI pickup request sign offs for IT
Travel when required.
**Salary for this position may vary depending on the experience and skillset of the applicant.**