Customer Service Regional Manager

About Us:

At Source Logistics, we specialize in offering customized logistics and supply chain solutions in US markets, including Full Service Warehousing, Order Processing, E-commerce Fulfillment, Marketing Fulfillment, Complete Transportation Solutions, and Information/Data Supply Chain Services.

We support a variety of industries such as food and beverage, apparel, retail, health and beauty, medical, industrial, technology, financial, and more. Our mission is to help US and foreign-based companies expand their presence in the US by delivering competitive and tailored supply chain solutions.

We currently manage 3.9 million square feet of warehouse space, strategically located throughout the US, with facilities in Los Angeles, CA; Chicago, IL, N. Monroe, NJ; Portland, OR; Houston, TX; and Laredo, TX.

Responsibilities:

•Organizes, directs, and monitors daily activities of customer service representatives.

•Distributes workload to customer service team; monitors and reviews performance.

•Monitors service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.

•Monitors and analyzes productivity of customer service representatives; generates reports based on analysis.

•Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints.

•Establishes procedures, prepares and coordinates schedules, and expedites workflow.

•Compiles status and work-volume reports for management.

•Maintains records of customer service requests and complaints.

•Hires, trains, motivates, and rewards customer service representatives.

•Manages workers and resolves grievances.

•Possesses and maintains thorough knowledge product information.

•Prepares reports and correspondence as needed.

•Performs customer service representative duties as needed.

•Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

•Directly supervises employees within the customer service department.

•Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

•Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements:

•Bachelor’s degree (B. A.) or equivalent, two to four years related experience, or equivalent combination of education and experience.

•Basic competence in duties and tasks of supervised employees.

•Strong organizational, problem-solving, and analytical skills

•Ability to manage priorities and workflow

•Excellent customer service and interpersonal skills.

•Demonstrated ability to supervise and motivate subordinates.

•Good judgement with the ability to make timely and sound decisions

•Creative, flexible, and innovative team player

•Commitment to excellence and high standards.

•Excellent written and verbal communication skills.

•Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Bonus Points:

• Bilingual in Spanish
• Warehousing/ logistics/ supply chain experience

Perks:

• Bonus eligible.
• Great benefits package
• 401k plan with company match
• Generous PTO policy