Customer Service Manager (Mon - Fri 8:00am - 4:30pm)

Description

RK Logistics Group is seeking a Customer Service Manager who sees every challenge as a chance to raise the bar for customer service. The Customer Service Manager plays a key leadership role in delivering exceptional customer experience by guiding a team of representatives, leads, and supervisors. This position ensures that customer interactions are handled with professionalism, empathy, and efficiency, while also meeting internal performance goals. The manager provides hands-on coaching and development to support team success and foster a culture of continuous improvement. In addition to aligning daily operations with service level expectations, the role involves identifying opportunities to enhance service delivery, collaborating cross-functionally to resolve issues, and streamlining processes that impact the customer journey. A strong emphasis is placed on employee engagement, training, and creating a supportive environment where team members are empowered to grow and contribute to a customer-first culture.

Requirements

Key Responsibilities and Duties:

• Collaborate with cross-functional teams to define operational strategies that enhance service delivery and exceed customer expectations
• Implement LEAN practices and quality management systems to ensure consistent, high-quality outcomes that build customer trust and loyalty
• Assign duties and organize workloads to ensure timely, accurate execution of customer orders and service commitments
• Continuously assess and improve processes to enhance efficiency, reduce errors, and elevate the customer experience
• Train and coach associates to deliver exceptional service and uphold company standards in quality and responsiveness
• Foster a safe, supportive work environment that empowers employees to resolve issues quickly and professionally
• Supervise staff in alignment with company policies and customer service standards
• Lead start-up and improvement initiatives that directly impact customer satisfaction and operational excellence
• Maintain clear, up-to-date process documentation to ensure consistency in customer-facing operations
• Monitor KPIs related to quality, delivery, and responsiveness to proactively address customer concerns
• Provide regular updates on performance metrics, including customer satisfaction indicators
• Build and maintain strong customer relationships through proactive communication and successful site visits
• Promote a customer-first culture by leading with integrity, responsiveness, and a commitment to continuous improvement
• Perform all other assigned duties

Abilities:

• Lead cross-functional teams and drive organizational change
• Resolve complex issues with a customer-focused approach
• Communicate effectively across all levels of the organization
• Adapt quickly and flexibly to shifting priorities and evolving customer needs
• Comprehend and complete documentation such as checklists, forms, and reports
• Interpret and follow both written and verbal directions with accuracy
• Collaborate effectively in team settings, with the ability to both lead and follow as needed

Qualifications and Skills needed:

• 3–7 years managerial experience
• Bachelor's degree or equivalent in business or industrial management (preferred)
• Proficient in SAP and other enterprise resource planning platforms
• Familiar with Agile, Arena, and related systems
• Advanced skills in Microsoft Office Suite, including Excel (pivot tables, formulas, data analysis)
• 3.5 years of experience in logistics or related industry
• Financial, Business, and Strategic Management
• Warehouse, Transportation, and Supply Chain Knowledge
• Safety, Security, and Quality Management
• Project and Change Management
• Human Resources (Technical and Strategic Integration)
• Customer Relationship Management (CRM/ERP/MRP systems)
• Leadership, Employee Development, and Team Collaboration
• Communication and Problem Solving

RK Qualities

• Adherence to all RK Safety, Quality, ISO and HR policies and standards 

RK Logistics Group will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if RK Logistics Group is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.