We’re looking for an experienced and customer-focused Bilingual Customer Service Manager to lead our client support team and serve as the critical link between our customers and day-to-day warehouse and transportation operations. In this role, you’ll play a key part in delivering an exceptional client experience while ensuring orders are fulfilled accurately, shipments move efficiently, and inventory remains on track.

The ideal candidate is a confident leader and problem-solver who thrives in a fast-paced logistics environment. You’ll oversee and develop a team of customer service professionals, manage complex client escalations, partner closely with warehouse and transportation teams, and identify opportunities to improve processes and service performance.

If you’re someone who can stay calm when things get complicated, communicate effectively at every level, and turn operational challenges into solutions, we’d love to hear from you.

Direct Hire
Pay rate: DoE
Schedule: Monday – Friday, 7:30 am – 4 pm

Role Overview

• Primary Goal: Drive high client satisfaction, retain accounts, and ensure smooth order fulfillment, shipping, and inventory tracking.
• Team Leadership: Supervise, train, and mentor customer service representatives and account coordinators.
• Cross-Functional Bridge: Connect client needs with warehouse floor staff, shipping/receiving teams, and carrier networks.

Key Responsibilities

• Client Relationship Management: Serve as the main escalation point for complex inquiries, delivery delays, damages, and lost freight. Lead regular check-ins and Quarterly Business Reviews (QBRs).
• Operational Coordination: Work with warehouse and transportation teams to verify inventory accuracy, resolve shipping discrepancies, and execute custom client Standard Operating Procedures (SOPs).
• Team Leadership & Development: Set performance goals, conduct reviews, build schedules, and foster a positive, productive culture.
• Process Improvement: Write and update SOPs, track Key Performance Indicators (KPIs), and find root causes for recurring fulfillment errors.

Required Qualifications & Skills

• Education: Bachelor’s degree in Business Administration, Supply Chain Management, or a related field (preferred).
• Experience: 5+ years of customer service experience, with at least 2–3 years in a supervisory or managerial role within logistics, supply chain, or warehousing.
• Technical Skills: Proficiency in a Warehouse Management System (WMS), Transportation Management System (TMS), and Customer Relationship Management (CRM) software. Strong working knowledge of Excel.
• Soft Skills: Exceptional problem-solving ("firefighting") abilities, calm under pressure, and clear communication across all organizational levels.

 

Please visit us at https://www.prostaffworkforce.com/ to explore all opportunities.


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