Customer Service Manager

Overview

Customer Service Manager at Freez Pak Logistics
, location:
Houston, TX. FLSA status:
Exempt.

Reports To:

GM.

Schedule:

Full Time.

About the Pak

Freez Pak Logistics is a family-owned leader in cold storage and logistics, dedicated to delivering excellence in warehousing, distribution, and management of perishable goods. We strive for high standards of service, safety, and efficiency while maintaining a team-first culture rooted in trust, respect, and integrity.

Join a dynamic environment that values contributions, invests in your future, and enables growth.

Why Join the Pak?

• Grow With Us — Career advancement opportunities as the company grows.
• Family Culture — Supportive, team-driven environment where everyone matters.
• Innovation & Excellence — Forward-thinking solutions and operational excellence.
• Meaningful Impact — Help keep America’s food supply safe and moving.

The Customer Service Manager is responsible for overseeing and enhancing customer service operations, ensuring customer satisfaction, and leading the team that handles orders, inventory tallies, and customer inquiries. This role requires leadership, problem-solving, and logistics expertise to maintain and improve service quality and operational efficiency.

What You’ll Do

• Customer Service Management
  • Oversee daily operations of the customer service department.
  • Develop and implement customer service policies and procedures.
  • Monitor and evaluate performance of the customer service team.
  • Handle complex or escalated customer inquiries and complaints promptly and effectively.
• Supervise order processing workflow to ensure timely and accurate order fulfillment.
• Collaborate with other departments to ensure seamless order handling and delivery.
• Maintain accurate records of customer orders and required information.

Inventory Management

• Ensure accurate tallying of inventory and up-to-date records.
• Work with warehouse and logistics teams to manage stock levels and movements.
• Conduct regular audits to verify inventory accuracy and resolve discrepancies.

Team Leadership and Development

• Lead, coach, and develop the customer service team to achieve performance goals.
• Conduct regular training sessions to enhance skills and knowledge.
• Foster a positive and collaborative work environment.

Performance Monitoring and Reporting

• Analyze customer service metrics to identify trends and improvement areas.
• Prepare and present regular reports to senior management.
• Implement strategies to improve service levels and customer satisfaction.

Customer Relationship Management

• Build and maintain strong relationships with key customers.
• Gather and analyze customer feedback to improve service offerings.
• Ensure customer needs are met in a timely and efficient manner.

Identify opportunities for process improvements and stay updated on industry trends and best practices in customer service and logistics.

• Experience: Minimum of 5 years in customer service, with at least 2 years in a managerial role.
• Education: Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• Skills: Strong knowledge of logistics and inventory management; excellent leadership and team management; outstanding communication and interpersonal skills; proficiency in customer service software and MS Office; ability to handle multiple tasks and work under pressure; strong problem-solving and analytical abilities.

• Full-time position, typically Monday to Friday. Office environment with regular visits to the warehouse and logistics areas.
• Occasional travel to meet with clients or attend industry events.

• Health Insurance — comprehensive plans for you and your family
• 401(k) + Company Match
• Paid Time Off (PTO)
• Life Insurance
• Career Growth — opportunities to advance as we grow

Equal Opportunity Employer

Freez Pak is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.