Customer Service Manager

We are seeking an experienced Customer Service Manager to lead our customer service and collections teams at our Lathrop, CA location. This role is critical to delivering exceptional customer experience while driving operational efficiency and improving cash flow performance.

You’ll oversee a team of customer service and collections professionals supporting container/logistics operations, ensuring timely issue resolution, strong customer relationships, and effective accounts receivable management.

What You’ll Do

• Lead, coach, and develop a team of customer service representatives and collections agents
• Oversee daily operations including order management, service requests, and customer issue resolution
• Manage collections processes and reduce aged receivables (DSO)
• Act as escalation point for complex customer and billing issues
• Monitor KPIs (CSAT, response time, collections performance, team productivity)
• Partner cross-functionally with operations, logistics, finance, and sales teams
• Identify and implement process improvements to enhance efficiency and customer satisfaction
• Ensure accurate reporting, documentation, and compliance with company policies

What We’re Looking For

• 5+ years of customer service experience, with 2+ years in a leadership role
• Experience managing collections / accounts receivable strongly preferred
• Background in logistics, container, transportation, or industrial services is a plus
• Proven ability to lead teams, drive performance, and improve processes
• Strong communication, problem-solving, and conflict resolution skills
• Experience with CRM and ERP systems
• Ability to thrive in a fast-paced, operations-driven environment

Why Join Us?

• Be a key leader in a fast-growing logistics/container operation
• Make a direct impact on customer experience and financial performance
• Work with a collaborative, results-driven team
• Opportunity to build and shape high-performing teams

Benefits:

• Health, vision and dental insurance
• Paid time off
• Paid company holidays
• Paid sick leave