We are looking for an experienced **Customer Service Manager** to lead our Customer Service function and ensure a consistently high level of service throughout the customer journey. This is a **hands\-on management role**. In addition to supervising and developing the Customer Service team, you will personally manage complex customer situations, escalations, complaints, and service issues that require management\-level attention. Our business operates in a fast\-paced container, logistics, and service environment where customer concerns may involve deliveries, container condition, modifications, repairs, billing, documentation, scheduling, or communication between departments. The right person is proactive, organized, solution\-oriented, and comfortable taking ownership of difficult situations from the initial complaint through final resolution. **Key Responsibilities** ------------------------ ### **Customer Service Leadership** * Manage, coach, and support Customer Service team members. * Establish clear expectations for communication quality, response times, follow\-ups, and case ownership. * Monitor team workload and ensure customer requests are assigned and handled appropriately. * Provide ongoing feedback, training, and performance support. * Develop and maintain Customer Service procedures, templates, escalation processes, and service standards. * Help create a culture where customer issues are owned rather than passed from one department to another. ### **Customer Complaints \& Escalations** * Serve as the primary escalation point for complex or dissatisfied customers. * Personally handle sensitive customer complaints and high\-priority cases. * Investigate concerns by gathering information from relevant departments. * Communicate professionally with customers during difficult or high\-pressure situations. * Establish clear expectations regarding timelines, solutions, and next steps. * Follow cases through until an appropriate resolution is reached. * Identify situations that require escalation to senior management. ### **Cross\-Functional Coordination** Work closely with **Sales, Dispatch, Operations, Production, Supply Chain, Accounting, Collections, and other departments** to resolve customer concerns. Issues may include: * Delivery delays or scheduling concerns * Container condition or quality complaints * Repairs or service requests * Container modifications * Missing or incorrect documentation * Billing or payment questions * Order discrepancies * Communication breakdowns * Service quality concerns * Post\-sale customer support The Customer Service Manager is expected to coordinate the resolution rather than simply redirecting the customer to another department. **Performance \& KPIs** ----------------------- Establish, monitor, and report Customer Service performance metrics, including: * First response time * Average resolution time * Number of open customer cases * Aging of unresolved cases * Complaint volume * Escalation rate * Repeat complaints * Customer satisfaction * Case closure rate * Team productivity and responsiveness Analyze recurring customer concerns and identify their root causes. Provide management with recommendations for operational or process improvements when recurring problems are identified. **Process Improvement** ----------------------- * Review current Customer Service processes and identify gaps. * Create clear workflows for inquiries, complaints, escalations, and follow\-ups. * Implement appropriate tracking and reporting systems. * Maintain accurate documentation of customer interactions and resolutions. * Work with other departments to prevent recurring customer problems. * Identify opportunities to improve communication throughout the customer journey. * Provide management with regular reporting on customer trends, major complaints, risks, and improvement opportunities. **Qualifications** ------------------ * **5\+ years of Customer Service, Customer Success, Account Management, Operations, or related experience.** * **2\+ years of supervisory or management experience preferred.** * Proven experience handling difficult customers, complaints, and escalations. * Experience managing or developing Customer Service processes and KPIs. * Experience in **shipping containers, logistics, transportation, manufacturing, construction, equipment, or another operational industry** is strongly preferred. * Excellent written and verbal English communication skills. * Strong leadership and people\-management skills. * Excellent conflict\-resolution and problem\-solving abilities. * Strong organizational skills and attention to detail. * Ability to prioritize multiple urgent customer situations. * Comfortable working across departments and holding stakeholders accountable for follow\-up. * Strong sense of ownership and accountability. * Comfortable working independently in a remote environment. * Experience with CRM, ticketing, phone, email, and customer tracking systems. **Worki