Customer Service Manager

The Role

Work Model: Hybrid / Remote / Onsite
Schedule: Full-time; approximately 40 hours per week, with overtime as required
Supervisory Responsibilities: Yes - approximately 8 associates
Travel: Travel across Alaska locations to support training, process standardization, and operational initiatives

Summary / Primary Role

The Customer Service Manager is responsible for delivering an exceptional customer experience by leading and developing a team of customer service representatives. This role ensures customer interactions are handled with professionalism, empathy, and efficiency while meeting internal performance and service-level goals.

The manager will provide hands-on coaching, oversee customer onboarding and account success, monitor key performance indicators, improve operational processes, and collaborate with customer service, dispatch, terminal leadership, and other cross-functional teams to resolve issues and enhance the overall customer journey.

What You'll Do

Customer Service & Customer Success

• Oversee customer accounts from a Customer Success Management perspective.
• Ensure customer interactions and service commitments are handled professionally, accurately, and efficiently.
• Conduct bi-weekly customer satisfaction and health-check feedback sessions.
• Monitor customer concerns and proactively identify opportunities to improve service delivery.
• Serve as a key liaison between customer service, dispatch, leadership, and other internal stakeholders.

New Customer Onboarding

• Serve as the primary point of contact for all new customer onboarding activities.
• Develop a strong understanding of the company's business portfolio and workflows associated with new accounts.
• Train and guide new team members on customer expectations, account requirements, processes, and service standards.
• Ensure new accounts are transitioned smoothly into ongoing operations.

Team Leadership & Development

• Supervise approximately 8 associates in accordance with company policies and customer service standards.
• Assign roles and organize workloads to ensure timely and accurate execution of customer orders and service commitments.
• Train, coach, and develop employees to deliver exceptional customer service.
• Foster a safe, supportive, and accountable work environment.
• Empower employees to resolve customer issues quickly and professionally.
• Address performance issues and provide ongoing feedback and development.

Operational Excellence & Process Improvement

• Collaborate with cross-functional teams to develop operational strategies that improve service delivery and exceed customer expectations.
• Implement LEAN practices and quality management systems to promote consistent, high-quality outcomes.
• Continuously assess and improve processes to increase efficiency, reduce errors, and enhance the customer experience.
• Maintain clear and current process documentation and SOPs.
• Identify operational risks and recommend corrective action plans.

Performance & KPI Management

• Monitor key performance indicators related to quality, delivery, responsiveness, and customer satisfaction.
• Track and analyze:
  
  • Customer Satisfaction and Health Check Feedback
  • Forecast Accuracy versus Actual Volume
  • Response Time to Escalations
  • Adherence to Internal Standard Operating Procedures (SOPs)
• Report ongoing issues, trends, and performance risks to the Terminal Manager.
• Recommend and implement action plans to address operational and customer-service gaps.

What You Bring

• 3-5 years of management or supervisory experience.
• Approximately 3.5+ years of experience in logistics or a related industry.
• Bachelor's degree or equivalent experience in Business, Industrial Management, or a related field preferred.
• Strong knowledge of warehouse, transportation, and supply chain operations.
• Proficiency with TruckMate and other enterprise resource planning (ERP) platforms.
• Advanced Microsoft Office skills, particularly Excel, including pivot tables, formulas, and data analysis.
• Strong understanding of financial, business, and strategic management.
• Experience with customer success, customer service operations, and account management.
• Demonstrated ability to lead, coach, and develop teams.
• Strong analytical, quantitative, and qualitative skills.
• Excellent written and verbal communication skills.
• Strong conflict management and interpersonal skills.
• Ability to prioritize, manage time effectively, and work in a fast-paced environment.
• Strong professionalism, accountability, reliability, and attention to detail.
• Commitment to safety, security, and operational excellence.

Compensation & Schedule Details

Base Pay Range: $97,500 - $166,000 annually

The actual salary offered may vary based on factors including skills, experience, geographic location, and other relevant considerations.

The position requires a minimum of 30 hours per week to maintain full-time status for benefits purposes; however, the expected schedule averages approximately 40 hours per week, with overtime required as scheduled.

Travel Requirements

Travel throughout Alaska may be required to support training initiatives, standardize operational processes, and collaboratively address operational challenges across locations.

Physical Demands & Work Environment

The physical demands described are representative of those required to successfully perform the essential functions of the position.

This is not a safety-sensitive position.

Benefits

Odyssey offers a comprehensive and competitive compensation and benefits package, including:

• Medical plans with FSA and HSA options
• Dental insurance
• Vision insurance
• Company-paid life and disability insurance
• 401(k) plan with company match
• Paid Time Off (PTO) and company holidays
• Employee Assistance Program
• Company Health & Wellness Program
• Discounts with preferred vendors

All other duties and projects as assigned.

We offer competitive compensation and benefits package including:

• Choice of medical plans with FSA, HRA and HSA options;
• Company-paid dental and life/disability Plans;
• 401K with company match;
• Preferred vendor discounts;
• Work-life balance

No relocation allowance will be considered unless specifically addressed. All applicants must be currently authorized to work in the United States.