CEVA Logistics, USA

Ocean Customer Service Manager – Auburn – USA

Job Overview

Your role

CEVA Logistics is seeking a Customer Service Manager for our Alaska Ocean Product Group.  As part of the country level leadership team this role is primarily accountable for providing CS input to key country business decisions and programs as well as leading and developing the entire CS organization based on the strategic and tactical guidance from the Country Head of Ocean. This individual will act as a coach and role model for CS Team Leaders and Managers.  Primary responsibilities include the implementation and deployment of global/regional CS strategy/programs designed to deliver superior service and customer satisfaction. Constantly drives achievement of global CS KPIs and manages and improves CS performance. Is final escalation point for all CS-related matters in the country before escalation to Country Head of Ocean. P&L responsibility as the role will be expected to actively manages costs/budget and headcount of the CS function

What are you going to do?

  • Lead the Central Customer Service Units – Manages and drives performance of CS Team Leaders and Specialists / Leads, motivates and supervises allocated Team Leaders and Specialists
  • Responsibility for  Central Customer Service Units but will liaise with other functions to ensure smooth customer related operational process flow
  • Supports Head of Ocean Operations by executing country CS programs and performing required analyses
  • Implement country CS program as provided by the Country Head / Senior leadership team – including the ongoing evolution of the Ocean Process design, implementation and compliance metrics
  • Participates in reviews with Head of Ocean, other Managers and Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality – Drives achievement of CS KPIs down to team level – Acts as coach for CS Team Leaders and Specialists (role model)
  • BD Support / Commercial acumen – Is sensitive to emerging customer and market requirements and cascades intelligence accordingly as well as creating related action & tasks
  • Customer experience – Develops sustainable relationship with key customers
  • Identifies training needs and opportunities to develop a highly skilled CS team
  • Acts as escalation point for customers and other parties
  • Work collaboratively with BPE, customer service, regional operations, Digital and IT corporate administration to ensure efficient operations
  • Develop continuous improvement methodology in key areas of service profit and growth
  • Member of the implementation Central Management Team (as required)
  • Participate in branch operations meetings (as required)
  • Champion e-solutions within the ocean business line
  • Provide the Ocean customer service teams with daily guidance, leadership and overall support on any issues relating to operations, communication, revenue enhancement, human resources, procedures standardization, systems applications, and process execution – Assists in managing the allocation of appropriate resources and talent retention
  • Ensures that all customer enquiries are responded promptly and professionally
  • Monitors subcontractor’s/supplier’s performance and suggests improvement steps
  • Work directly with the Country Head of Ocean to establish national and local goals within the parameters of the country operational business plan.

What are we looking for?

Education and Experience
  • Strong People Management Skills
  • Ability to coordinate, plan and monitor at national level Ocean projects
  • Strong background in process design and execution
  • Experience within Ocean Operations
  • Experience within Finance and Administration
  • Strategic exposure necessary

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CEVA Logistics, USA

Making business flow