Logistics Customer Service Manager

As one of the world’s largest food-grade logistics companies, McLane Global relies on the efficiency of its fulfillment centers. We consider all our warehouses to be systematic and operate with a customer-centric mentality. To deliver our promise to customers, we rely on exceptionally talented, bright, and committed people. We cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences, and perspectives fuel our growth and enrich our global culture.

As the Logistics Customer Service Manager, you will be responsible for assisting all customers with any inquiries regarding the company and services provided. Communicates and interacts with customers, vendors, and co-workers professionally ensuring questions are answered accurately and in a timely manner. Functions as a leader with a small team of CSRs reporting to this role and also as a team member within the department and organization, as required, and perform any duty assigned to best serve the company. This role will have a primary focus on customer service inquiries (primarily email but also phone, web, etc.) related to food distribution for operating federal nutrition assistance programs utilizing a main warehouse in Henderson and an overflow warehouse in Aurora. This role will be in-office at 8125 E 88th Ave., Henderson, CO.

Key Responsibilities

Customer Relationship Management:

● Serve as the main point of contact for assigned customers, building, and maintaining strong relationships.

● Understand customers' specific needs, requirements, and expectations.

● Address customer inquiries, concerns, and complaints promptly and professionally.

● Proactively communicate with customers to provide updates, resolve issues, and ensure customer satisfaction.

● Own a semi-annual customer satisfaction survey and affiliated action items

● Lead a small team of CSRs and coordinate with various internal departments, such as warehouse operations and transportation, to ensure timely order fulfillment and delivery.

● Address any order discrepancies, delivery delays, or other logistics-related issues promptly and effectively.

Problem Resolution:

● Identify and resolve customer issues, complaints, or service-related problems in a timely and satisfactory manner.

● Collaborate with internal teams to investigate and resolve customer concerns.

● Escalate complex or critical issues to the appropriate department or management as needed.

● Follow up with customers to ensure that their issues have been resolved to their satisfaction.

Data Management and Documentation:

● Maintain accurate and up-to-date customer records, ensuring all relevant information is properly documented.

● Enter customer orders, inquiries, and other relevant data into the company's customer service management system.

● Generate reports and provide regular updates on customer service metrics, such as response time, issue resolution time, and customer satisfaction.

Continuous Improvement:

● Show dedication, integrity, and a commitment to continuous improvement

● Identify opportunities for process improvements and customer service enhancements.

● Provide feedback and suggestions to the management team regarding customer needs, operational challenges, and potential service improvements.

● Stay updated on industry trends, best practices, and technological advancements related to logistics and customer service.

● College Degree or equivalent; additional education or certification in customer service or logistics is a plus.

● Previous experience in customer service, preferably in a 3PL or logistics environment.

● Strong communication skills, both verbal and written.

● Excellent problem-solving and decision-making abilities.

● Ability to multitask and prioritize tasks in a fast-paced environment.

● Proficiency in using customer service management software and Microsoft Office applications.

● Knowledge of logistics and supply chain operations is beneficial.

● Strong attention to detail and organizational skills.

● Ability to work independently as well as in a team-oriented environment.

● Ability to interact with multiple levels of management throughout the organization.

● Cultural sensitivity with international suppliers.

● Competitive base compensation plus bonus opportunity  

● Full Benefits including Medical, Dental and Vision effective on the first day of employment

● 401(k) with Employer Match (quarterly enrollment)

● Paid Holidays (no waiting period to receive holiday pay)

● Paid vacation, personal, and sick days effective on first day of employment

● All offers are contingent upon passing a background check and drug screening  

● No company visa sponsorships