[Remote] Manager, Customer/Client Services

Note: The job is a remote job and is open to candidates in USA. Odyssey Logistics is a global logistics and supply chain partner providing integrated transportation, technology, warehousing, and related services. The Customer Service Manager leads and develops a customer service team, oversees customer accounts and onboarding, monitors performance, improves processes, and collaborates with cross-functional teams to enhance customer satisfaction and operational performance.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• All other duties and projects as assigned

Skills

• 3–5 years of management or supervisory experience
• Approximately 3.5+ years of experience in logistics or a related industry
• 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
• No relocation allowance will be considered unless specifically addressed
• All applicants must be currently authorized to work in the United States
• Bachelor's degree or equivalent experience in Business, Industrial Management, or a related field preferred

Benefits

• 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
• 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

Company Overview