Customer Service Manager - Pacifica Trucks : Job Details

Job Details Job Location: Corporate Headquarters - LONG BEACH, CA Position Type: Full Time Education Level: 4 Year Degree Salary Range: $98000.00 - $120000.00 Salary/year Travel Percentage: Up to 25% Job Shift: Day Job Category: Customer Service Description

**We appreciate your interest, and encourage only those who meet the specified requirements to apply**

Pacifica Trucks, LLC (a division of Pacifica Logistics Group) is a fast-growing company with ample advancement opportunities. Since our inception in 2004, our talented and valued employees have been committed to providing exceptional customer service through an ecosystem of cutting-edge technologies. We specialize in drayage, container storage, and brokerage services to help build a sustainable and lean supply chain. As a logistics company, we are fully committed to social responsibility, the environment, and the communities we live and work in. One of our major initiatives is to embrace the Clean Truck Program since we are committed to zero emissions and clean air.

We offer 100% COVERED medical, dental, vision, and life insurance, a 401(k) retirement plan, identity theft insurance, paid vacations, holidays, sick days, and more for our employees!

Job Summary

We are seeking a results-driven customer service professional with 10+ years' experience leading teams of 10+ in high-volume environments. Skilled in improving customer satisfaction, resolving escalated issues, and streamlining operations. Recognized for strategic leadership, developing talent, and fostering a collaborative team culture.

Must have 10+ years experience managing Customer Service teams of 10 or more.

The Customer Service Manager plays a vital role in our daily operations by leading and guiding our team to deliver the most professional customer service in the industry. As the key connection between our customers and our employees, this role is central to fostering strong relationships and ensuring exceptional service experiences. The Customer Service Manager directly influences customer satisfaction, employee engagement, and the overall growth and success of our business.

Essential Duties and Responsibilities include, but are not limited to, the following:

• Ensure Pacifica delivers an industry-leading customer service experience by fostering customer engagement and supporting organic growth through exceptional communication, strong relationship-building, and effective inside sales practices.
• Lead and motivate the team: Provide clear direction and motivation to achieve organizational objectives by prioritizing and optimizing workloads, ensuring timely and accurate execution. Lead by example while recognizing and valuing the contributions of employees.
• Facilitate training and development: Oversee comprehensive training initiatives to equip team members with the skills and knowledge needed for success, while fostering a culture that values continuous growth and improvement.
• Monitor performance and provide feedback: Supervise the customer service team by monitoring key performance indicators, evaluating efficiency and punctuality, and conducting regular performance reviews. Provide constructive feedback to drive continuous improvement, promote accountability, and ensure team members have the tools and resources needed for success.
• Foster a positive work culture: Cultivate a workplace environment rooted in teamwork, mutual respect, and open communication. Uphold the highest standards of ethical conduct and social responsibility in every action and decision. Encourage a culture of continuous improvement by championing innovative process enhancements, empowering individuals to contribute ideas, and aligning efforts toward shared success.
• Manage customer interactions: Respond promptly and effectively to customer inquiries and concerns, ensuring satisfaction through attentive service and proactive solutions. Build strong, lasting relationships founded on compassion, integrity, authenticity, and respect, reinforcing trust and loyalty at every touchpoint.
• Ensure Accurate and Timely Customer Billing: Oversee the customer service team to ensure timely and accurate reconciliation of shipments and related charges. Maintain billing accuracy as a cornerstone of exceptional customer service, reinforcing trust, transparency, and operational efficiency.
• Collaborate with other departments: Work cross-functionally to support the achievement of corporate goals.
• Report to senior management: Maintain effective communication with senior leadership to ensure alignment with company strategy.
• Attain and maintain subject matter expertise in core operating systems to maximize departmental productivity and efficiency.
• Develop and maintain specialized knowledge of port and rail drayage services.
• Design, document, and implement standardized procedures and policies to ensure consistency, efficiency, and compliance across all operations. Develop comprehensive training programs that equip teams with the knowledge and skills necessary for success, fostering alignment and continuous improvement.
• Analyze operational statistics and prepare accurate, insightful reports.
• Stay up to date on CRM & Workflow Technologies
• Provides and maintains customer-specific SOPs.
• Resolves escalated client issues.
• Analyze customer service-related information and evaluate the results to choose the best resolutions/alternatives to address customer service-related challenges.
• Meet designated KPIs weekly, monthly, and quarterly according to Company policies.
• Assist management with projects as needed.
• Other duties, as assigned.

Supervisory Responsibilities

Directly supervises 5 to 7 company employees in the Customer Service Department. Directly supervises 3-5 contractors based abroad. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; interviewing, hiring, and training employees; planning, assigning, and directing work; leading by example and motivating staff; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Four-year college or university degree, and a minimum of ten years related experience.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage, and to draw and interpret bar graphs.

Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: To perform this job successfully, an individual should have excellent Internet search capabilities, as well as knowledge of the Microsoft Office Suite of Products.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Job functions are typically performed in an office setting. The noise level in the work environment is usually moderate.