Customer Service Manager

We’re hiring a Customer Service Manager to lead a team of 6–10 Account Managers, including offshore team members, and drive disciplined execution across the full container lifecycle. This role is responsible for enforcing account manager (AM) 360 performance, daily operational reliability, exception recovery, billing accuracy, and customer scorecard improvement. You’ll build a culture of accountability, consistency, proactive communication, and transparent customer engagement while ensuring every account receives dependable, high‑capacity service.

Key Focus Areas:
• Lead, coach, and develop AMs; enforce SOP and AM 360 standards
• Ensure single‑thread container ownership and daily execution discipline
• Oversee load planning, prioritization, and real‑time service monitoring
• Drive same‑day exception recovery and root‑cause resolution
• Ensure 24‑hour shipment closure and billing accuracy
• Improve customer KPIs: on‑time %, dwell, exceptions
• Implement structural fixes and drive process consistency across teams
• Foster open, transparent communication with customers to build trust and clarity
• Maintain consistent, clear messaging and transparency in issue resolution and updates

Key Responsibilities Accountability and Container Ownership Eliminate handoffs and enforce single-thread accountability per container

Drive daily AM 360 discipline

Outcome:
Clear end-to-end ownership of each container with no accountability gaps or handoff failures.

Operational Oversight and Daily Execution Lead daily huddles and operational cadence

Ensure proper load planning, prioritization, and capacity alignment

Monitor execution in real time across dispatch, drivers, and terminals

Outcome:
Consistent daily execution, strong workload control, and reliable on-time service performance.

Exception Resolution and Service Recovery Act as escalation point for delays, missed appointments, and service failures

Ensure root cause identification

Drive same-day corrective action

Hold Account Managers accountable for resolution

Outcome:
Faster issue resolution, fewer repeat service failures, and stronger recovery from operational disruptions.

Financial Accuracy and Reconciliation Enforce 24-hour shipment closure after empty termination

Oversee billing accuracy:

Accessorial Detention Chassis Storage Prevent  revenue leakage and disputes

Outcome:
Timely shipment closure, accurate billing, and reduced revenue leakage across accounts.

Performance Management and Customer Outcomes Track:

Customer scorecards (on-time %, dwell, exceptions)
Individual AM performance

Identify trends and drive corrective action

Ensure proactive customer communication

Outcome:
Improved customer performance results, stronger visibility into trends, and more proactive account management.

Team Leadership and Process Improvement Train and coach AMs on 360 ownership execution

Enforce SOP compliance (no exceptions)
Identify process breakdowns and implement structural fixes

Drive consistency across accounts and teams

Outcome:
Greater team consistency, stronger process discipline, and sustained operational improvement.

Success Measures Consistent ownership of the full container lifecycle with no accountability gaps.

Reliable daily execution and on-time service performance across accounts.

Faster resolution of service failures and fewer repeat operational issues.

Timely shipment closure, accurate billing, and reduced revenue leakage.

Improved customer scorecard performance and proactive client communication.

Strong team compliance with operating procedures and AM 360 execution standards.

Scorecard / KPI Measures Container Ownership:
Percentage of shipments with clear single-point ownership from pickup through empty return.

On-Time Performance:
Percentage of appointments, pickups, and deliveries executed on time.

Exception Rate:
Number and percentage of loads with service failures, missed appointments, or preventable delays.

Same-Day Recovery:
Percentage of operational exceptions addressed with corrective action on the same day.
24-Hour Shipment Closure:
Percentage of shipments closed within 24 hours of empty termination.

Billing Accuracy:
Accuracy rate for accessorial, detention, chassis, and storage…