U.S. Customer Service Manager

U.S. Customer Service Manager

The U.S. Customer Service Manager is responsible for leading and optimizing customer service operations across sites nationwide. This role reports jointly to the East and West Coast Regional Managers and provides leadership to area managers and direct support to frontline customer service staff. The position ensures consistent, high-quality service delivery to all customers while driving strategy, efficiency, and compliance. The manager collaborates closely with cross-functional teams to drive continuous improvement and support TransPak's commitment to exceptional customer experience.

Essential Functions

Customer Experience Management:

Ensure consistent, high-quality service across all U.S. sites, balancing responsiveness, accuracy, and professionalism.

Monitor customer feedback, identify pain points, and drive improvements that enhance satisfaction.

Act as an escalation point for complex service issues and ensure timely resolution.

Strategy & Process Improvement:

Develop and implement customer service strategies that support organizational goals for efficiency, growth, and profitability.

Identify and recommend process improvements to enhance service quality, productivity, and customer satisfaction.

Leverage technology and data to streamline service operations, optimize the order-to-delivery process, and standardize best practices across regions.

Team Leadership & Development:

Lead, coach, train, and mentor Area Customer Service Managers and frontline staff to achieve performance goals and career growth.

Build a culture of accountability and teamwork, ensuring alignment between site-level execution and national strategy.

Provide regular training, skill development, training records, and succession planning to improve bench strength across the U.S.

Performance Monitoring & Reporting:

Establish and monitor KPIs such as order accuracy, response time, customer satisfaction, and on-time delivery.

Prepare and present regular performance reports to Regional Managers.

Use data-driven analysis to drive improvement initiatives.

Cross Functional Collaboration:

Partner with cross functional teams to ensure seamless order fulfillment.

Collaborate with regional leaders to ensure alignment in service strategies, policies, and performance standards.

Serve as a bridge between corporate initiatives and site-level execution, ensuring effective communication and adoption of programs.

Compliance & Policy Enforcement:

Ensure customer service operations comply with ISO standards and company policies.

Maintain awareness of regulatory requirements and industry best practices, integrating them into customer service processes.

Promote a culture of data privacy and compliance with internal and external requirements.

Marginal Functions:

Support additional projects or tasks assigned by regional leadership.

Participate in regional initiatives as needed.

Education /Knowledge /Skill Requirements:

Bachelor's degree preferred; high school diploma or GED required.

5+ years of customer service experience, with at least 2 years in a supervisory or management role.

Strong leadership, communication, and problem-solving skills.

Proficiency with ERP systems and Microsoft Office Suite.

Ability to analyze data and drive process improvements.

Experience managing teams across multiple locations is a plus.

Willingness to travel periodically to regional sites.