Customer Service Manager

A.P. Moller - Maersk · United States

Position Summary:

The Customer Service Manager is responsible for the development, implementation and optimization of customer and business support processes that will ensure best in class customer experience for the brands we represent. As a leader you will be an expert in articulating the Pilot mission and deeply understand the expectations. This is a hand on management position that will train and develop customer service associates.

Essential Functions:

• Create and monitor department's workflow, training staff, and reviewing metrics and performance of staff

• Provides frequent and comprehensive performance feedback

• Manage a team of service agents and key supervisors

• Handle customer calls, despite the degree of difficulty, in a courteous and business-like fashion

• Delivers legendary world-class customer service and ensures staff does the same

• Continuously work to anticipate client needs based on historical and current business activity and knowledge of client markets

• Create, implement and manage innovative strategies to attract top talent and increase retention

• Responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success

• Be an advocate on behalf of the customer for all business engagements to ensure a consistent and valuable experience

• Work with the sales team on client retention

• Assist account executives with growing current business

• Participate in client QBR’s

• Manage any client requested reporting functions

• Assist with client requested corrective action reports

Skills/Competencies

• Capability to build strong partnerships and to work collaboratively to achieve goals

• Demonstrated interpersonal, written and verbal communication skills

• Established time management and organization skills

• Proficiency in MS Office

• Ability to maintain a high level of enthusiasm and a positive attitude

• Detailed oriented and analytical

• Ability to be outcome oriented focused with strong performance culture

• Proficient in managing multiple tasks as the same time

• High standards and clear accountability

Company Benefits:

• Medical

• Dental

• Vision

• 401k + Company Match

• Employee Assistance Program

• Paid Time Off

• Flexible Work Schedules (when possible)

• And more!

Pay Range:

$70,000 - $75,000

*The above-stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.