Note: The job is a remote job and is open to candidates in USA. Odyssey Logistics is a global logistics and supply chain partner providing integrated transportation, technology, warehousing, and related services. The Customer Service Manager leads and develops a customer service team, oversees customer accounts and onboarding, monitors performance, improves processes, and collaborates with cross-functional teams to enhance customer satisfaction and operational performance.
Responsibilities
- Oversee customer accounts from a Customer Success Management perspective
- Ensure customer interactions and service commitments are handled professionally, accurately, and efficiently
- Conduct bi-weekly customer satisfaction and health-check feedback sessions
- Monitor customer concerns and proactively identify opportunities to improve service delivery
- Serve as a key liaison between customer service, dispatch, leadership, and other internal stakeholders
- Serve as the primary point of contact for all new customer onboarding activities
- Develop a strong understanding of the company's business portfolio and workflows associated with new accounts
- Train and guide new team members on customer expectations, account requirements, processes, and service standards
- Ensure new accounts are transitioned smoothly into ongoing operations
- Supervise approximately 8 associates in accordance with company policies and customer service standards
- Assign roles and organize workloads to ensure timely and accurate execution of customer orders and service commitments
- Train, coach, and develop employees to deliver exceptional customer service
- Foster a safe, supportive, and accountable work environment
- Empower employees to resolve customer issues quickly and professionally
- Address performance issues and provide ongoing feedback and development
- Collaborate with cross-functional teams to develop operational strategies that improve service delivery and exceed customer expectations
- Implement LEAN practices and quality management systems to promote consistent, high-quality outcomes
- Continuously assess and improve processes to increase efficiency, reduce errors, and enhance the customer experience
- Maintain clear and current process documentation and SOPs
- Identify operational risks and recommend corrective action plans
- Monitor key performance indicators related to quality, delivery, responsiveness, and customer satisfaction
- Track and analyze: Customer Satisfaction and Health Check Feedback; Forecast Accuracy versus Actual Volume; Response Time to Escalations; Adherence to Internal Standard Operating Procedures (SOPs)
- Report ongoing issues, trends, and performance risks to the Terminal Manager
- Recommend and implement action plans to address operational and customer-service gaps
- All other duties and projects as assigned
Skills
- 3–5 years of management or supervisory experience
- Approximately 3.5+ years of experience in logistics or a related industry
- Strong knowledge of warehouse, transportation, and supply chain operations
- Proficiency with TruckMate and other enterprise resource planning (ERP) platforms
- Advanced Microsoft Office skills, particularly Excel, including pivot tables, formulas, and data analysis
- Strong understanding of financial, business, and strategic management
- Experience with customer success, customer service operations, and account management
- Demonstrated ability to lead, coach, and develop teams
- Strong analytical, quantitative, and qualitative skills
- Excellent written and verbal communication skills
- Strong conflict management and interpersonal skills
- Ability to prioritize, manage time effectively, and work in a fast-paced environment
- Strong professionalism, accountability, reliability, and attention to detail
- Commitment to safety, security, and operational excellence
- No relocation allowance will be considered unless specifically addressed
- All applicants must be currently authorized to work in the United States
- Bachelor's degree or equivalent experience in Business, Industrial Management, or a related field preferred
Benefits
- Medical plans with FSA and HSA options
- Dental insurance
- Vision insurance
- Company-paid life and disability insurance
- 401(k) plan with company match
- Paid Time Off (PTO) and company holidays
- Employee Assistance Program
- Company Health & Wellness Program
- Discounts with preferred vendors
- Choice of medical plans with FSA, HRA and HSA options
- Company-paid dental and life/disability Plans
- 401K with company match
- Preferred vendor discounts
- Work-life balance
Company Overview