Manager, Customer​/Client Services

At Odyssey, we believe high expectations are the key to everything. When we strive to become better than what we are, everything around us becomes better, too. Odyssey strives to foster an environment that allows employees to develop new ideas and thrive. With our advanced technology, global network and integrated processes, we regularly break new ground for clients and are able to offer logistics careers that cultivate successful professionals and develop existing talent.

Our team is comprised of logisticians, engineers, technicians and supply chain experts, as well as professionals in other administrative and specialized areas who work at multiple locations across the United States, as well as in our international operations in North America, Europe and Asia.

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Odyssey Logistics is a global logistics and supply chain partner helping businesses optimize performance through fully integrated, end-to-end solutions. We connect transportation, technology, and expertise across a broad network of services, including 3PL and 4PL managed services, multimodal and intermodal transport, warehousing, trucking, Jones Act Ocean, and customs brokerage.

Today, Odyssey supports more than 6,000 customers globally, delivering scalable, data-driven solutions across complex supply chains. Our work is complex, fast-moving, and highly collaborative, and we value individuals who take ownership, challenge the status quo, and turn insight into action.

Work Model: Hybrid / Remote / Onsite

Schedule: Full-time; approximately 40 hours per week, with overtime as required

Supervisory Responsibilities: Yes – approximately 8 associates

Travel: Travel across Alaska locations to support training, process standardization, and operational initiatives

The Customer Service Manager is responsible for delivering an exceptional customer experience by leading and developing a team of customer service representatives. This role ensures customer interactions are handled with professionalism, empathy, and efficiency while meeting internal performance and service-level goals.

The manager will provide hands‑on coaching, oversee customer onboarding and account success, monitor key performance indicators, improve operational processes, and collaborate with customer service, dispatch, terminal leadership, and other cross‑functional teams to resolve issues and enhance the overall customer journey.

• 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…