Customer Service Representative Manager | Permanent WFH

We are seeking an experienced Customer Service Representative Manager to lead and oversee a customer service team within the logistics and transportation industry. The ideal candidate has a strong background in managing CSR teams, improving customer experience, monitoring service performance, and coordinating with internal operations to ensure customer needs are handled efficiently.

This role requires a hands-on people leader who can coach and develop customer service representatives while maintaining high standards for service quality, responsiveness, and operational performance.

Key Responsibilities

• Manage, supervise, and support a team of Customer Service Representatives.
• Oversee day-to-day customer service operations and ensure timely, professional resolution of customer inquiries and concerns.
• Serve as an escalation point for complex customer issues, service disruptions, complaints, and other critical concerns.
• Monitor team performance against key metrics such as response time, resolution time, customer satisfaction, productivity, and service quality.
• Coach, mentor, and develop CSR team members through regular feedback, performance reviews, and training.
• Establish and maintain customer service processes, standards, and best practices.
• Work closely with dispatch, transportation, operations, warehouse, and other internal teams to resolve customer issues and maintain service levels.
• Ensure customers receive accurate and timely updates regarding shipments, deliveries, schedules, delays, and other transportation-related concerns.
• Identify recurring customer issues and recommend process improvements to reduce escalations and improve the overall customer experience.
• Monitor staffing, workload distribution, and team coverage to ensure operational needs are met.
• Prepare and analyze customer service reports and performance metrics for management.
• Assist with hiring, onboarding, training, and performance management of customer service team members.
• Ensure the team follows company policies, procedures, and customer service standards.
• Maintain strong relationships with customers and contribute to customer retention and satisfaction initiatives.
  
  

Qualifications

• 3+ years of experience managing or supervising a customer service team, preferably in logistics, transportation, freight, trucking, delivery, or a related industry.
• Strong understanding of logistics and transportation customer service operations.
• Experience managing CSRs who handle shipment, delivery, scheduling, tracking, or transportation-related customer inquiries.
• Proven experience coaching, mentoring, and developing customer service teams.
• Experience tracking and improving customer service KPIs and performance metrics.
• Proficiency with CRM, ticketing, transportation management, or customer service systems.
• Ability to collaborate effectively with operations and cross-functional teams.
• Strong leadership skills with a hands-on, customer-focused management style.
• Experience in trucking, freight, 3PL, last-mile delivery, logistics, or transportation services.
• Experience supporting B2B customers, shippers, carriers, or transportation accounts.
• Familiarity with TMS, CRM, ticketing, dispatch, or shipment-tracking systems.
• Experience managing remote, hybrid, or geographically distributed customer service teams.
• Background in process improvement, service-level management, or operational excellence.
  
  

Perks

• Permanent Work From Home
• Leave Credits
• Monetary Allowance
• Annual Bonus
• Weekly Paychecks
• Fixed Weekends Off
• Thriving Company Culture with Complete Autonomy
• Exclusive Specialized Training Programs
• Unlock Your Potential with a Highly Competitive Salary
  
  

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Who are we?

BizForce is one of the fastest-growing global outsourcing companies in the world, founded in the US in Tucson, Arizona and is now operational in PH!

Our Commitment to delivering high-quality results for our clients and the only way to do that is ensuring a rewarding, respectful and productive experience for our employees. We hold the same values for both our customers and our employees.