Customer Service Manager

Join the Pak as a Customer Service Manager

Location: Fall River, MA
Schedule: Full Time

FLSA Status: Nonexempt

Reports To: GM

At Freez Pak Logistics
, we’re a family-owned leader in cold storage and logistics, dedicated to delivering excellence in the warehousing, distribution, and management of perishable goods. Our mission is to ensure the highest standards of service, safety, and efficiency for our clients.

With our state-of-the-art facilities and dynamic, innovative environment, we handle temperature-sensitive products with precision and care. Despite our rapid growth, we maintain a team-first culture rooted in trust, respect, and integrity.

When you join the Pak, you’re not just starting a job - you’re becoming part of a team that values your contributions, invests in your future, and empowers you to grow with us.

• Grow With Us - Be part of a company experiencing exponential growth with career advancement opportunities.
• Family Culture - Work in a supportive, team-driven environment where everyone matters.
• Innovation & Excellence - We lead the industry with forward-thinking solutions and operational excellence.
• Meaningful Impact - Help keep America’s food supply safe and moving every day.

The Customer Service Manager at Freez Pak Logistics is responsible for overseeing and enhancing the customer service operations, ensuring customer satisfaction, and managing the team that handles orders, tallies inventory, and addresses customer inquiries and issues. This role requires a blend of leadership, problem-solving skills, and logistics expertise to maintain and improve service quality and operational efficiency.

• Customer Service Management
  • Oversee the daily operations of the customer service department.
  • Develop and implement customer service policies and procedures.
  • Monitor and evaluate the performance of the customer service team.
  • Handle complex or escalated customer inquiries and complaints promptly and effectively.
• Supervise the 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, ensuring all necessary information is documented.
• Inventory Management
  • Ensure accurate tallying of inventory to maintain up-to-date records.
  • Work closely with the warehouse and logistics teams to manage stock levels and inventory 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 team skills and knowledge.
  • Foster a positive and collaborative work environment.
• Performance Monitoring and Reporting
  • Analyze customer service metrics to identify trends and areas for improvement.
  • Prepare and present regular reports on customer service performance 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 implement changes to enhance efficiency.
• Stay updated on industry trends and best practices in customer service and logistics.

• Experience - Minimum of 5 years of experience 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 skills.
  • Outstanding communication and interpersonal skills.
  • Proficiency in customer service software and MS Office Suite.
  • 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.
• May require…