texascallcenter | Sr. Customer Service Manager in Waco, TX

Sr. Customer Service Manager

  • CEVA Logistics
  • Waco, TX 76705
  • Full-Time
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CEVA

CEVALogistics, one of the worlds leading non-asset based supply-chain management companies, designs and implements industry leading solutions for large and medium-size national and multinational companies. Approximately 40,000 employees in more than 160 countries are dedicated to delivering effective and robust supply-chain solutions across a variety of sectors where CEVA applies its operational expertise to provide best-in-class services across its integrated network.

CEVA

CEVA offers competitive incentive packages, exceptional benefits and an exceptional culture for career building. Start your career with CEVA and build on our Foundations: Unity, Growth and Excellence. CEVA people are passionate about supply chain management.

Job Summary:

CEVA

CEVA Logistics is currently hiring a Sr. Customer Service Manager located in Dallas, TX. The Sr. Manager will be accountable formanaging the Centralized Customer Service Center.

In this highly-visible role, The Sr. Customer Service Manager will:

  • Provide service across all product lines
  • Address the organization's customer service performance
  • Implement programs for improvement
  • Key Accountabilities:

  • Drive the customer experience for all product lines.
  • Manage on-time performance for all product lines for station.
  • Produce service reports for customer requests.
  • Produce milestone updates to assure customer facing tools (advisor, etc.) are correct.
  • Compile research data to develop training modules and tools.
  • Develop and distribute customer and sales communication materials; plan and monitor implementation and results.
  • Receive, respond and analyze customer inquiries and complaints.
  • Process all failures to customer resolution.
  • Ensure compliance with all related CEVA policies, local, state, federal, and ISO requirements pertaining to the business unit.
  • Maintain records and reports.
  • Provide direct supervision, leadership, coaching and daily direction for customer service representatives.
  • Education and Experience:

  • Bachelors Degree in Business Administration, Transportation, Logistics or Supply Chain Management preferred; or equivalent combination of work experience or completion of the LDP Program.
  • Minimum five years related job experience.
  • Minimum three years industry experience preferred.
  • Minimum three years supervisory or managerial experience required.
  • Additional Experience that Contributes to Success:

  • Superior customer service skills.
  • Proven ability to lead, coach and motivate a team.
  • Excellent written and oral communication skills including the ability to persuade, influence, negotiate, and make formal presentations in meetings and training environments.
  • Strong interpersonal skills including diplomacy and patience.
  • Demonstrated skills in organization group process, problem identification and resolution.
  • Strong organizational and time management skills with ability to manage multiple projects and set priorities.
  • Ability to work effectively in a team environment to achieve results, or independently with little or no supervision.
  • Ability to solve critical issues in a fast-paced environment with timesensitive deadlines.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from management, employees and vendors.
  • Computer literate with intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
  • Travel Requirements:

  • Traveling approximately 10-15% of the time.
  • Majority within the U.S.

  • Associated topics: call center manager, customer service manager, customer service team manager, guide, lead, leadership, manager, operations, operations manager, supervisor


    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.