Assistant Customer Service Manager

The Assistant Customer Service Manager supervises and coordinates the activities of workers in VIP, Customer Service, and Support Services by way of planning, assigning and directing work, addressing complaints and resolving problems.

This managerial position is critical for achieving excellent customer service and operational efficiency across the three departments

Key Duties and Responsibilities:

1. Departmental Leadership & Supervision

• Supervise and coordinate the workload for the Support Services, VIP Customer Service, and Customer Service departments to ensure they meet targets and provide excellent customer service.

• Provide daily direction, support, and coverage backup for the three departments, including covering for the Supervisor when off, and ensuring coverage is seamless during any absence.

• Conduct yearly performance reviews with the Supervisors of the three departments.

• Maintain and recommend updates to work procedures, on call and department schedules, and work flow to improve operational efficiencies.

2. Staffing & HR Administration

• Manage departmental staffing decisions, including:

  • Interviewing potential candidates and assisting with training new employees (e.g., ensuring lead program training is successful).

  • Determining staffing requirements, internal applicants, salary recommendations, and administering disciplinary actions when required.

  • Reviewing the shared master time sheet weekly.

  • Deciding when overtime is required to meet deadlines.

3. Reporting & Data Management

• Generate and submit comprehensive reports monthly, including:

  • KPIs to the Customer Service Manager for Senior Management.

  • Outstanding DBI reports to Operations Management.

  • Key Customer Performance Indicators to the Marketing Committee (often requiring data collection from other Supervisors/departments).

• Oversee and manage specific operational reports and systems, including Uline reports/exception reports and QPM 4.7.80 requests/daily exceptions, ensuring all required information is in the system.

• Shiplify pickup disputes

4. Customer Escalations & Account Management

• Work closely with Sales and Operations Management to define and meet specific customer expectations.

• Handle major customer inquiries, escalations, and upset customers, providing necessary direction and resolutions.

• Expedite freight and handle Shiplify pickup disputes as required.

• Provide various custom reports to major customers upon request.

• Manage VIP accounts by assessing potential customers to customize services, performing quarterly reviews and updates of the VIP Account List, and ensuring traffic is aware of new VIP accounts.

• Review phone recordings as required when resolving customer or other department issues.

5. Operational Support & Additional Duties

• Collaborate with partner carriers, Terminal Staff, Sales, and Management to ensure timely completion of DBIs and provide a premium service experience.

• Oversee departmental equipment functionality and identify/report all major technical issues to the Information Technology Department.

• Participate in the on-call rotation, monitoring all after-hours VIP emails and phone calls, and taking action on urgent requests.

• UAT Business testing for feature requests / IT requests

• EDI pickup request sign offs for IT

• Travel when required.

**Salary for this position may vary depending on the experience and skillset of the applicant.**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as assigned.

• Management & Soft Skills:

  • Strong management skills

  • Good Communication skills (written and orally)

  • The ability to motivate others

  • Customer service oriented

  • Ability to work well in a team

  • Good judgment and react quickly under pressure

  • Ability to work with escalated issues

• Operational Knowledge:

  • Fluent in Manitoulin Policies and procedures

  • Good knowledge of AS400 system including functions of Support Services, Customer Service, VIP, OS&D, Dispatch and Sales

  • Knowledge of U.S. Regulations and Requirements

  • Extensive knowledge of service areas and geography

  • Understanding of the employment standards act

• Technical & Organizational Skills:

  • Good Computer Skills - LTL 400, Excel, Google

  • Knowledge of Fresh Desk email platform

  • Organized and have the ability to handle multiple tasks

  • Ability to prioritize and multi task with time constraints

French language an asset.

What we can offer you:

• Competitive wages

• Comprehensive Benefits Package

• Profit Sharing Opportunities

• Opportunities for growth and advancement