ISO Customer Service Manager

Location: Lee's Summit

## ISO Customer Service Manager Apply locations:
MO, St Louistime type:
Full time posted on:
Posted 12 Days Agojob requisition :
JR101347

It's fun to work in a company where people truly BELIEVE in what they're doing!  We're committed to bringing passion and customer focus to the business.
** Position Summary
** The Customer Service Manager at ISO Depot is responsible for overseeing the customer service team, ensuring exceptional service delivery, and driving customer satisfaction across all client interactions. This role plays a critical part in maintaining strong client relationships, supporting ISO compliance service delivery, and continually improving the customer experience.
*
* Duties and Responsibilities:

**** Customer Experience Excellence
*** Ensure timely and professional handling of customer inquiries, issues, and service requests
* Maintain high levels of customer satisfaction (CSAT) and retention
* Monitor service quality and implement improvements based on feedback and trends
* Handle escalated customer issues and provide resolution
* Other duties as assigned
** Operational Management
*** Develop and optimize customer service processes, workflows, and SOPs
* Monitor daily operations, including ticket queues, response times, and resolution rates
* Collaborate with cross-functional teams (Sales, Operations, Quality/Compliance) to ensure seamless service delivery
* Implement tools and systems to improve efficiency (CRM, ticketing platforms)
** Client Relationship Management
*** Build and maintain strong relationships with key clients
* Support onboarding of new customers and ensure smooth service implementation
* Act as a liaison between clients and internal teams for service-related matters
** Reporting & Continuous Improvement
*** Track and analyze customer service metrics and KPIs
* Prepare regular reports for leadership on performance, trends, and opportunities
* Identify process gaps and lead continuous improvement initiatives
* Ensure compliance with ISO standards and company quality policies
** Job Requirements
***
* Education and Experience:

*** Bachelor’s degree in Business, Communications, or related field preferred
* 5+ years of customer service experience, with at least 2 years in a leadership role
* Experience in ISO, compliance, certification, or service-based industries is a plus
** Preferred Qualifications
*** 3–5 years of experience in customer service or logistics, preferably in tank container or depot operations.
* Strong knowledge of intermodal tank container services and depot processes.
* Experience with depot management systems (e.g., Tank Container ERP, depot tracking tools).
* Excellent communication, problem-solving, and organizational skills.
** Essential

Qualifications:

*** Industry knowledge (tank container handling, cleaning, testing, and repair)
* Excellent communication and interpersonal abilities
* Problem-solving and conflict resolution expertise
* Highly organized with strong attention to detail
* Customer-centric mindset with a commitment to service excellence
* Proficiency in CRM and customer support tools
* Ability to analyze data and leverage insights for improvement
** Computer

Skills:

*** Proficiency in customer relationship management (CRM) systems (e.g., Salesforce, Depot Software, TMW as needed)
* Experience with customer support/ticketing platforms (e.g., Zendesk, Freshdesk, Service Now)
* Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
* Ability to analyze and interpret data using spreadsheets and reporting dashboards
* Familiarity with quality management or compliance systems is preferred
* Experience using collaboration tools (e.g., Microsoft Teams, Slack, Zoom)
* Ability to quickly learn and adapt to new software, systems, and technologies
** Language

Skills:

*** Ability to read, write and speak English proficiently.
** Physical Demands:
*** Primarily sedentary work involving prolonged periods of sitting at a desk and working on a computer
* Frequent use of hands and fingers for typing, phone handling, and operating office equipment
* Occasional standing, walking, or moving between office areas
* Ability to communicate effectively via phone, video, and…