Customer Service Manager

JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services.

ESSENTIAL FUNCTIONS:

• Lead and manage the implementation of any new services in collaboration with the appropriate operational stay at all origin/destinations.
• Create, distribute, and maintain Standard Operational Procedures (SOPs) in collaboration with Sales, Operations, and Finance.
• Penetrate organizational structure and develop relationship beyond main points of contact.
• Maintain rates and assess yields on a monthly basis.
• Monitor account for timely payments and assist with collections on past due invoices.
• Set up internal reports to monitor our performance in meeting critical milestones.
• Immediately communicate any issues or exceptions to Operations.
• Assign a corrective action to every issue/complaint and follow-up on effectiveness of corrective action to ensure client satisfaction with the resolution.
• Manage and lead business reviews; establish a quarterly review cycle, at a minimum.
• Engage Sales and Operations to participate in client meetings, presentations, and business reviews.
• When necessary, travel within region to visit accounts/account sites and branches to review procedures and maintain customer information/satisfaction.
• Update status of progress on business opportunities.
• Continuously focus on penetrating other areas of the business for additional support and to uncover additional business opportunities.
• Ensure all company policies and regulatory requirements are adhered to.
• Understand accounts’ business strategy, objectives and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints.
• Continuously pursue and implement more efficiency and cost reduction measures.
• Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources.
• Create a business development plan with short- and long term business objectives initiatives and quantified value-added contributions.
• Other duties as requested

SUPERVISORY RESPONSIBILITIES:

• The incumbent will have directly and/or indirectly employees

QUALIFICATIONS:

• Excellent organizational skills; written and verbal communication skills.
• Strong customer service, problem-solving and interpersonal skills.
• Be result oriented with the ability to troubleshoot
• Good analytical and program management skills;
• Must be flexible and respond easily to changing demands.
• Good Interpersonal relationship, able to interact positively and effectively with co-workers, subordinates and supervisors

EDUCATION AND EXPERIENCE:

• Minimum two years’ experience in the industry, or a related service industry.
• Minimum one-year operational experience in the service(s) the account utilizes.
• Command of Word, PowerPoint and Excel.

ENVIRONMENT :

100% performed in climate-controlled internal office environment working under normal office conditions. Travel will be (up to__ %) required in support of the position’s responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk and hear. While performing the duties of this job, the employee frequently is required to stop, kneel and crouch, lift weight or exert a force up to a maximum of 25 pounds. This position requires employee to frequently work in a fluid, fast paced environment.

ADDITIONAL:

The responsibilities associated with this job will change from time to time in accordance with the Company’s business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

DEFINITIONS: (if any abbreviation, the meaning needs to be inserted)

Management retains discretion to add or change duties of this position at any time.