Job Title

My client is an innovative and fast-growing third-party logistics (3PL) provider dedicated to delivering exceptional customer service. Their dynamic team serves a diverse clientele across North America with smart, cost-effective logistics solutions that span freight brokerage, warehousing, and supply chain consulting. They take pride in their responsiveness, reliability, and the long-term partnerships they foster. If youre eager to be a part of a company that consistently goes the extra mile, youll fit right in!As my client continues to grow, we are seeking a motivated and experienced Customer Service Manager to lead a dynamic team and enhance the client experience. As the Customer Service Manager, you will oversee a team of 68 Customer Service Representatives, driving service excellence and fostering a culture of accountability, continuous learning, and customer-first thinking. You will play a key role in resolving escalations, optimizing service processes, and collaborating cross-functionally with sales, operations, and warehouse teams to ensure seamless service delivery.Key Responsibilities:Lead, coach, and mentor the customer service team to achieve high performance and engagement.Develop and implement efficient customer service processes, SOPs, and best practices.Identify training needs and opportunities for team development and service improvement.Manage team workload and delegate tasks to ensure timely completion of daily responsibilities.Handle customer escalations with professionalism and a solutions-oriented approach.Collaborate with internal departments to resolve service issues and enhance the end-to-end client experience.Monitor service levels and team KPIs; provide regular reports and insights to senior leadership.Serve as a key advocate for the customer's voice within the organization.Qualifications:23+ years of customer service or client-facing experience in the 3PL, transportation, or logistics industry.2+ years proven leadership experience in a supervisory or management role.Strong understanding of logistics operations and customer expectations in a 3PL environment.Excellent communication, problem-solving, and interpersonal skills.Proactive, solutions-oriented mindset with a focus on continuous improvement.Familiarity with Truckmate and Salesforce is a strong asset.Proficient in Microsoft Office Suite (Excel, Outlook, Word).Why Join Us?Be part of a collaborative and supportive team environment.Opportunity to make a meaningful impact on customer experience and operational success.Competitive compensation ($80,000 - $95,000) and benefits package.Career growth and development opportunities.Please submit your resume and a brief cover letter outlining your relevant experience and why you're a great fit for this role to: fjoe@questtalentsearch.com