Manager - Import Customer Service (Boise)

Company: Ocean Network Express
Location: Boise
Posted on: January 11, 2021

Job Description:

Job Description

Manager - Import Customer Service (Boise)

Job Family:

Cargo Management

Job Title:

Manager - Import Customer Service (Boise)

Role Summary:

This is a first-level manager, responsible for Boise Import Customer Service Supervisors. Assists in the development of policies and procedures to provide an optimal level of customer service. The unit may be responsible for tracking and tracing, and problem resolution. Incumbent may or may not have direct supervisory responsibilities over Customer Service Representatives. The incumbent does not have personal account responsibilities.

Additional Responsibilities:

• Reports directly to Senior Director of the Service Center.
• Manage all Import Customer Service functions to support customer requirements.
• Direct supervisory responsibility for three (3) supervisors and indirect supervisory responsibility for 25+ representatives.
• Align distribution of workload and staffing requirements with management in Richmond Service Center to meet required KPIs.
• Provide monthly reports to management outlining significant activities within the center.
• Monitor and respond to internal and external customer requirements to ensure complete customer satisfaction.
• Work across the organization to understand, influence, and implement service strategies that support existing and new products.
• Develop and implement standardized procedures to improve the efficiency of team members.
• Ability to travel, as required.
  
  Core Required Skills and Competencies:
  
  
  • Ability to anticipate, analyze, decide and navigate
  • Ability to collaborate effectively
  • Ability to evaluate data, analyze, and problem solve
  • High level of both verbal and written communication skills
  • Management of staff, experienced in the delegation, performance coaching, feedback
  • Adapts to change and prioritizes for high-end results
  • Must be able to multitask and critically think in a fast pace environment.
    
    Function Specific Required Skills and Competencies:
    
    
    • Applies logical methods and analytical skills for recommendations and best results
    • Attention to detail and accuracy
    • Intimate understanding of new and changing customer demands/expectations
    • Good knowledge of rail, vessel, and terminal operation
    • Positive, interpersonal skills
      
      Required Minimum Years' Experience:
      
      
      • 3+ management and 5+ industry related experience preferred
        
        
        
        Required Minimum Education:
        
        
        • Bachelor's Degree Preferred
          
          #JIL
          
          To learn more about Ocean Network Express NA and other available opportunities, please visit us at:
          https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=5ebe3104-e38c-46ac-8508-76b7402ab3ae&ccId=19000101_000001&lang=en_US
          
          Ocean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
          
          This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Keywords: Ocean Network Express, Boise , Manager - Import Customer Service (Boise), Executive , Boise, Idaho