M-Customer Service Manager

Join to apply for the 23408M3-Customer Service Manager role at STG Express

At STG, we don’t just deliver freight, we deliver trust, excellence, and transformative experiences. As our Manager of Customer Service, you’ll be the heartbeat of our customer‑centric mission, leading with empathy, strategy, and bold vision. You’ll drive a high‑performing team of frontline associates and their assigned customer accounts, champion cross‑functional collaboration, and ensure every customer interaction reflects our commitment to best‑in‑class service.

You’ll serve as the Voice of the Customer (VOC), a trusted and strategic advocate and escalation contact for your teams’ customer accounts. With a sharp focus on results, you’ll guide teams to exceed performance benchmarks and elevate the customer journey at every touchpoint.

This isn’t a role for someone who simply manages service, it’s for someone who redefines it. If you’re passionate about empowering people, driving innovation, and setting a new standard for what “best‑in‑class” truly means, we invite you to shape the future with us!

• Inspire and lead teams to deliver an unparalleled end‑to‑end client experience, ensuring compliance with client expectations and scorecard KPIs.
• Empower frontline teams to prioritize real‑time resolution through direct, phone‑based communication, fostering speed, clarity, and stronger customer rapport.
• Champion a fun and dynamic workplace where team building, open communication, and a sense of humor are embraced as essential ingredients for high performance.
• Foster high collaboration with internal partners across Sales, Operations, and IT to break down barriers preventing best‑in‑class service, identify root cause to those barriers, and help implement practical Corrective Action Plan (CAP) that drive continuous improvement in the customer journey.
• Monitor and refine procedures as needed, championing best practices and encouraging innovative ideas for process enhancements.
• Utilize system knowledge or data analytics to proactively uncover trends, eliminate inefficiencies, and optimize revenue, driving operational excellence and sustainable revenue growth in alignment with broader organizational goals.
• Drive clear, consistent team communication to align goals, clarify priorities and expectations, while fostering accountability to ensure a unified execution across the Transportation Customer Service department.
• Lead and deliver compelling Quarterly Business Reviews (QBRs) that provide strategic insights, highlight performance trends, and reinforce value to the customer. Use data‑driven storytelling to foster transparency, strengthen partnerships, and align on future goals that drive mutual success.
• Approve time and attendance requests, ensuring compliance with company policies.

• Ability to create and develop an inclusive and engaged work environment to inspire and develop others.
• Advanced proficiency in Excel, PowerPoint and Word.
• Excellent verbal, written and visual/presentation communication skills.
• Strong quantitative, analytical, and results‑oriented skills with the ability to manage multiple accounts with different product direction.
• Proven success in utilizing core and support teams for major projects such as system implementation, substantial changes in processes, etc.
• Thrive under pressure as a self‑starter, managing multiple tasks and prioritizing effectively across various accounts, projects, and issues.

• 3–5 years of experience in customer service, retail, hospitality, or other fast‑paced environments.
• Demonstrated success in leading teams, training peers, or mentoring others in a professional setting.
• Proven ability to drive results through operational excellence, customer satisfaction, and team engagement.
• Experience building inclusive, high‑performing teams where everyone feels valued and empowered.
• Skilled in motivating others, fostering accountability, and navigating change with resilience.
• Strong communicator with the ability to collaborate across departments and influence outcomes.
• Strategic thinker with a track record of aligning team efforts to business goals and customer needs.

STG Logistics is an equal opportunity employer. STG considers all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status. We invite you to join our diverse & growing team.

Mid‑Senior level

Full‑time

Other