Experienced Customer Service Manager – Same Day Operations
At arenaflex, we're driven by a passion for delivering exceptional customer experiences and pushing the boundaries of logistics and supply chain management. As a global leader in the industry, we're committed to fostering a culture of innovation, collaboration, and continuous improvement. We're seeking an experienced and motivated Customer Service Manager to join our Same Day Operations team, where you'll play a key role in shaping the future of our 24x7x365 operations.
About arenaflex
arenaflex is a global logistics and supply chain management company that's part of the world's leading logistics and transportation provider, Deutsche Post DHL. With operations in over 220 countries, we're dedicated to connecting people and businesses across the globe through our air, sea, and ground transportation networks. Our Same Day Operations team is a critical component of our business, providing fast and reliable delivery services to our customers around the world.
Job Summary
As a Customer Service Manager, you'll be responsible for leading, guiding, and developing our Same Day Operations team to deliver exceptional customer experiences and achieve key performance indicators (KPIs). You'll work closely with our Activities Supervisors to identify areas for improvement, develop training programs, and implement process enhancements to drive business growth and customer satisfaction.
Key Responsibilities
* Lead, motivate, and manage a team of Activities Experts to achieve KPIs and deliver exceptional customer experiences
- Drive performance improvement of Activities Experts to meet or exceed KPIs
- Participate in regular surveys with Activities Supervisors to identify areas for improvement, review KPIs, and enhance overall service quality
- Focus on and delegate work tasks among team members to ensure efficient workflow and effective use of resources
- Ensure that all customer inquiries are handled promptly and professionally
- Collaborate with other functional units to ensure a smooth customer-related process flow
- Play an active role in the development, learning opportunities, and training of Customer Service Subject Matter Experts
- Serve as a liaison for clients, Activities, foreign offices, and other stakeholders
- Escalate issues as needed to Activities Manager or Senior Management Team (SMT)
- Provide professional and exceptional service to the team; inspiring the team to deliver the same level of customer experience
- Assist in the management of daily responsibilities, including handling messages, calls, and executing order processing
Requirements
* Proven experience in a Customer Service or other customer-facing role, with excellent communication skills
- Strong knowledge of Same Day business products and business systems
- Proven experience managing multiple priorities and expectations within a fast-paced logistics environment
- Proficiency in MS Word and Excel
- Process-driven and results-oriented, with a focus on achieving positive and effective outcomes
- Strong knowledge of Activity cycles and systems
- Ability to take ownership and lead the Activities Group
- Ability to recognize and address customer issues in a professional and courteous manner
- Excellent communication, inspiration, and interpersonal skills
- Independent working style
- Excellent phone and email etiquette
Business Acumen
* Strong knowledge of English (verbal and written)
- Excellent leadership characteristics and attributes
What We Offer
arenaflex offers its employees competitive compensation, a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) and education assistance. We're an equal opportunity employer, committed to diversity and inclusion. We assess qualified candidates regardless of race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
How to Apply
To apply for this exciting opportunity, please submit your resume through our website. We look forward to hearing from you! Apply Now! Apply for this job