Overview:Reporting to the Department Manager of Customer Service, the
Manager, Customer Service will oversee all aspects of Customer Service. Conform to the requirements of our customers and maintain open communications with Operations Managers.
What you will do:- Ensure complete alignment with Yusen Terminals' safety program and instill a culture of compliance with OCU employees.
- Responsible for management of 20 OCU customer service representatives.
- Manage OCU daily staffing needs and ordering temps as needed.
- Supervise and train all customer service representatives.
- Responsible for approving OCU timecards, handle all payroll discrepancies and coordinate with Nashville payroll team.
- Approve and track all OCU time-off requests.
- Oversee and track trouble transactions and implement change to reduce trouble transactions.
- Provide employees with proper training on Custom Release Process and Procedures.
- Responsible for onboarding new customers.
- Responsible for researching data for any CBP gate mis-releases, mitigating fines and penalties. Coordinate and implement fixes related to CBP mis-releases.
- Attend monthly CBP meetings and relay all pertinent information to terminal management.
- Budgetary responsibility for OCU overtime hours.
- Create and submit YTI technology letters for automation to union officials as required per OCU contract.
- Collaborate with operations group to ensure customer expectations are met.
- Responsible for administering the Office Clerical Unit (OCU) contract.
- Responsible for handling billing disputes with the Nashville billing team.
- Maintain open communications with the Marine, Rail, Yard, and Safety departments.
What you will bring:- Undergraduate college or higher degree preferred.
- 3-5 years customer service experience with a minimum of two years' experience in a supervisory position.
- Excellent leadership and managerial skills.
- Ability to interact and effectively communicate with customers, vendors, suppliers over the phone, often in stressful situations.
- Excellent oral and written communication skills.
- Excellent Time Management skills
- Good organizational skills and ability to pay attention to detail.
- Great ability to gather data and interpret data, compile information, and prepare reports.
- Ability to make quick decisions in an ever-changing environment.
- Inspire others to accomplish goals and encourage high standards of performance.
- Ability to develop a rapport with internal and external customers.
- High level proficiency in MS Word, Excel, PowerPoint, and Outlook.
Our BenefitsWe have built a team who love what they do and share a passion for the terminal business. We encourage continuous learning and improvement, share knowledge and ideas freely, and have a dynamic and open culture.
And, if that is not enough, how about this list:
- Work for a company in one of the coolest industries in the world
- Great leadership team that truly believes in people and treating them well
- Paid-Time-Off - 21 days to start as a new hire
- 100% company-paid medical, dental, vision for employee and family
- Flexible Spending Accounts
- STD/LTD
- Life Insurance
- 401k with company match
- Pension Plan
- Group Legal
- EAP services
Salary Range: 100,000 - 125,000
