Export Customer Service Manager

• 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