# Export Customer Service Manager **Company**: Expeditors **Location**: Peabody, MA **Experience**: entry **Job type**: full-time **Salary**: $65,000 - $80,000 **Category**: Customer Service **Industry**: Logistics & Supply Chain **Apply**: https://jobs.smartrecruiters.com/Expeditors/744000160658662-export-customer-service-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/export-customer-service-manager-f79bcacb-f8a/ ## Description We take care of our employees, and they take care of our customers! Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. As an Export Customer Service Manager at Expeditors, you will: - Lead and manage the Export Customer Service team to deliver exceptional service to customers and internal stakeholders. - Ensure customer inquiries, requests, complaints and escalations are addressed accurately and within established service standards. - Monitor daily customer service activities and allocate workloads appropriately to support business demands. - Drive customer retention through proactive relationship management, business reviews and service recovery initiatives. - Serve as the primary escalation point for complex customer service issues and implement corrective actions as needed. - Manage customer onboarding activities and support the transition of new business and updates to existing business. - Build and maintain strong relationships with customers, vendors, carriers and internal network offices. - Monitor customer KPIs, service commitments and operational performance metrics to ensure expectations are consistently met. - Conduct regular customer reviews and document customer interactions, opportunities and service issues in CRM systems. - Support sales initiatives through customer visits, quotations, customer presentations and retention activities. - Collaborate with operational departments to ensure service excellence and alignment with customer requirements. - Grow department revenue in line with District budget targets and management expectations. - Review customer profitability, service costs and financial performance to identify improvement opportunities. - Support BNP, AJAX, CLH and other financial reporting requirements to ensure clean financial accounting and compliance. - Monitor accounts receivable and support collection efforts to maintain payment terms and cash flow objectives. - Ensure timely and accurate billing practices are followed according to company and customer requirements. - Promote compliance with company policies, Operational Process Standards (OPS), customer SOPs and applicable government regulations. - Maintain a positive working relationship with the Trade Compliance Manager and support compliance initiatives and training efforts. - Manage the transition process for the Export Department. - Identify and recommend process improvements to increase efficiency, service quality and customer satisfaction. - Ensure all customer SOPs are documented, maintained and reviewed regularly. - Plan and lead department huddles, team meetings, performance discussions and customer service strategy sessions. - Conduct employee performance evaluations, one-on-one meetings, coaching sessions and career development discussions in alignment with the 3+1 Initiative. - Develop supervisors and key staff members while maintaining succession plans and department continuity. - Monitor overtime, productivity, staffing levels and resource allocation to maximize department effectiveness. - Maintain awareness of market conditions, transportation trends, customer requirements and industry developments. Physical Demands: - Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc. - Write with pencil/pen/marker. - Functions performed primarily while seated at desk. Benefits: - Paid Vacation, Holiday, Sick Time. - Health Plan: Medical. - Life Insurance. - Employee Stock Purchase Plan. - Training and Personnel Development Program. - Growth opportunities within the company. - Employee Referral Program Bonus. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - global logistics industry knowledge - customer service leadership experience - good computer skills - fluent in English - problem solving - interpersonal - communication - leadership skills - 4 years of industry specific knowledge ### Nice to have - graduate of IATA/FIATA introductory course --- Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Expeditors/744000160658662-export-customer-service-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)