Onsite Customer Service Manager, Omnichannel

Onsite Customer Service Manager, Omnichannel

At Flexport, we believe global trade can move the human race forward. That's why it's our mission to make global commerce so easy there will be more of it. We're shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

About the Role

As an Onsite Customer Service Manager, you are obsessed with customer success and operational excellence. You are committed to a customer-first approach and excel at building strong relationships with both support teams and operations partners. In this role, you will be the specialist in your business segment, deeply understanding both Flexport's capabilities and the customer's business, enabling you to drive improvements across the network and lead your team to excellence.

***This role requires a 5 day commitment onsite in the Phillipsburg, NJ fulfillment center. ***

You will:

1. Track and analyze performance metrics of onsite teams, developing and implementing performance improvement strategies
2. Set and manage ramp plans for team performance, ensuring consistent growth and development
3. Build and maintain strong relationships with operations teams to drive collaborative problem-solving
4. Provide regular reporting to the network on team performance and STL metrics
5. Serve as the Subject Matter Expert (SME) in your business segment, influencing support strategies across the network
6. Identify opportunities to reduce ticket generation through root cause analysis
7. Partner with Operations to implement process improvements that enhance merchant experience
8. Lead and mentor your team while maintaining the highest standards of customer service
9. Manage escalations and ensure customer satisfaction through resolution
10. Drive standardization and best practices across your team and the broader organization

You should have:

• A Bachelor's degree, or equivalent experience with 5+ years of professional working experience in Customer Service, Operations, or related field
• 2+ years of people management experience
• Strong analytical skills with experience in performance tracking and metric-based decision making
• Proven experience in relationship management and cross-functional collaboration
• Excellence in both written and verbal communication
• Experience in process improvement and change management
• Strong project management capabilities
• Data-driven approach to problem-solving
• Ability to influence without direct authority
• Experience in creating and delivering performance reports
• Adaptability and comfort with rapid change

Don't be worried about not having any logistics experience! Our mission is to make global commerce so easy there will be more of it. That's why it's important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That's why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

Commitment to Equal Opportunity

At Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

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