Logistics Customer Success Manager
Our client is a transportation and supply chain company with a simple mission… To be a world class full-service transportation partner for their customers through outstanding service and commitment to excellence. Over the years, they have grown into one of the most successful companies in transportation and supply chain, combining third-party logistics, asset-based trucking and advance supply chain solutions into one complementary package.
Logistics Customer Success Manager
Job Type: Full-time; On-site
Responsibilities:
- Manage and supervise the day-to-day operations of the Customer Service Department.
- Oversee and support customer service teams across on-site, nearshore, and offshore locations, ensuring consistent service standards and performance.
- Establish clear objectives and priorities aligned with company service standards and customer expectations.
- Conduct effective resource planning to maximize productivity across people, systems, and technology.
- Work alongside Sales to ensure customer commitments are met while identifying opportunities to grow existing accounts and maximize long-term revenue across the Greater Chicago and Southern California markets.
- Support customer onboarding and transitions from Sales to Operations and Customer Service.
- Ensure expectations established during the sales process are clearly communicated and fulfilled post-sale.
- Partner with Sales to identify service-driven expansion and retention opportunities.
- Hire, onboard, train, coach, and mentor customer service team members.
- Establish performance expectations and evaluate team performance using defined service metrics.
- Foster a customer-first, solutions-oriented culture focused on accountability and continuous improvement.
- Oversee service quality and ensure timely and accurate resolution of customer inquiries.
- Act as the primary escalation point for complex or high-impact customer issues.
- Identify recurring service challenges and implement corrective actions to prevent future issues.
- Collect, analyze, and interpret customer service and operational metrics, including call volume, response times, and service levels, and accuracy, resolution time, and customer satisfaction indicators
- Prepare insights and reports for leadership to support operational and customer experience decisions.
- Monitor trends and recommend process improvements to enhance efficiency and service quality.
- Utilize company technology platforms, including Transportation Management Systems (TMS), customer service tools, and internal reporting systems to manage workflows and track performance.
- Ensure accurate documentation, visibility, and reporting across customer service processes using approved company systems.
- Support adoption and consistent use of internal systems across the customer service team.
Experience:
- Bachelor’s Degree or 3–5 years of equivalent experience
- Proven experience as a Customer Success Manager, Customer Service Manager, or similar leadership role within a logistics or transportation environment
- Strong understanding of customer service operations and performance management
- Experience working with logistics-related systems and operational technology platforms
- Excellent communication, organizational, and leadership skills
- Proactive problem-solver with a solutions-driven mindset
- Ability to thrive in a fast-paced, high-volume logistics environment
This position offers a competitive base salary.
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