Sr. Customer Service Manager

  • Ceva Logistics
  • Dallas, TX, USA
  • Oct 03, 2021

Job Description

Job Summary: CEVA Logistics is currently hiring a Sr. Customer Service Manager located in Dallas, TX. The Sr. Manager will be accountable for managing the Centralized Customer Service Center. In this highly-visible role, The Sr. Customer Service Manager will: Provide service across all product lines Address the organization's customer service performance Implement programs for improvement Key Accountabilities: Drive the customer experience for all product lines. Manage on-time performance for all product lines for station. Produce service reports for customer requests. Produce milestone updates to assure customer facing tools (advisor, etc.) are correct. Compile research data to develop training modules and tools. Develop and distribute customer and sales communication materials; plan and monitor implementation and results. Receive, respond and analyze customer inquiries and complaints. Process all failures to customer resolution. Ensure compliance with all related CEVA policies, local, state, federal, and ISO requirements pertaining to the business unit. Maintain records and reports. Provide direct supervision, leadership, coaching and daily direction for customer service representatives. Education and Experience: Bachelor’s Degree in Business Administration, Transportation, Logistics or Supply Chain Management preferred; or equivalent combination of work experience or completion of the LDP Program. Minimum five years related job experience. Minimum three years industry experience preferred. Minimum three years supervisory or managerial experience required. Additional Experience that Contributes to Success: Superior customer service skills. Proven ability to lead, coach and motivate a team. Excellent written and oral communication skills including the ability to persuade, influence, negotiate, and make formal presentations in meetings and training environments. Strong interpersonal skills including diplomacy and patience. Demonstrated skills in organization group process, problem identification and resolution. Strong organizational and time management skills with ability to manage multiple projects and set priorities. Ability to work effectively in a team environment to achieve results, or independently with little or no supervision. Ability to solve critical issues in a fast-paced environment with time–sensitive deadlines. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from management, employees and vendors. Computer literate with intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications. Travel Requirements: Traveling approximately 10-15% of the time. Majority within the U.S.