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Ocean Customer Service Manager

Company: CEVA Logistics
Location: Auburn
Posted on: September 12, 2022

Job Description:

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. We are supply chain experts. We live and breathe logistics every day. Above all, we believe that this is a people business. That's why we are building a global culture of teamwork and respect. We encourage initiative, and we engage and empower our diverse workforce to grow their careers within CEVA.CEVA Logistics offers a broad range of end-to-end, customized solutions in both Contract Logistics and Freight Management thanks to our approximately 98,000 employees at more than 1,000 facilities in 160 countries worldwide. With the recent acquisition of the former Ingram Micro Commerce & Lifecycle Services business, we are building one of the world's leading end-to-end eCommerce service offerings through the dedication and passion of our people-the heartbeat of our organization. As we continue growing at a fast pace, will you "Dare to Grow" with us?YOUR ROLECEVA Logistics is seeking a Customer Service Manager for our Ocean Product Group. - As part of the country level leadership team this role is primarily accountable for providing CS input to key country business decisions and programs as well as leading and developing the entire CS organization based on the strategic and tactical guidance from the Country Head of Ocean. This individual will act as a coach and role model for CS Team Leaders and Managers. - Primary responsibilities include the implementation and deployment of global/regional CS strategy/programs designed to deliver superior service and customer satisfaction. Constantly drives achievement of global CS KPIs and manages and improves CS performance. Is final escalation point for all CS-related matters in the country before escalation to Country Head of Ocean. P&L responsibility as the role will be expected to actively manages costs/budget and headcount of the CS functionWHAT ARE YOU GOING TO DO?Lead the Central Customer Service Units - Manages and drives performance of CS Team Leaders and Specialists / Leads, motivates and supervises allocated Team Leaders and SpecialistsResponsibility for - Central Customer Service Units but will liaise with other functions to ensure smooth customer related operational process flowSupports Head of -Ocean Operations by executing country CS programs and performing required analysesImplement country CS program as provided by the Country Head / Senior leadership team - including the ongoing evolution of the Ocean Process design, implementation and compliance metricsParticipates in reviews with Head of Ocean, other Managers and Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality - Drives achievement of CS KPIs down to team level - Acts as coach for CS Team Leaders and Specialists (role model)BD Support / Commercial acumen - Is sensitive to emerging customer and market requirements and cascades intelligence accordingly as well as creating related action & tasksCustomer experience - Develops sustainable relationship with key customersIdentifies training needs and opportunities to develop a highly skilled CS teamActs as escalation point for customers and other partiesWork collaboratively with BPE, customer service, regional operations, Digital and IT corporate administration to ensure efficient operations Develop continuous improvement methodology in key areas of service profit and growthMember of the implementation Central Management Team (as required)Participate in branch operations meetings (as required)Champion e-solutions within the -ocean business lineProvide the -Ocean customer service teams with daily guidance, leadership and overall support on any issues relating to operations, communication, revenue enhancement, human resources, procedures standardization, systems applications, and process execution - Assists in managing the allocation of appropriate resources and talent retentionEnsures that all customer enquiries are responded promptly and professionallyMonitors subcontractor's/supplier's performance and suggests improvement stepsWork directly with the Country Head of -Ocean to establish national and local goals within the parameters of the country operational business plan.WHAT ARE WE LOOKING FOR?Education and Experience:Strong People Management SkillsAbility to coordinate, plan and monitor at national level -Ocean projectsStrong background in process design and executionExperience within -Ocean OperationsExperience within Finance and AdministrationStrategic exposure necessaryAt CEVA, we believe that logistics is a people business, that's why we create an environment of trust and team spirit - we encourage initiative and we empower our talent to grow in their careers. -We are supply chain experts and live and breathe it every day. We offer a broad range of services in Contract Logistics, Air, Ocean and Ground management thanks to our 78,000 employees, operating in more than 160 countries. At CEVA, we are passionate about our work and the value we deliver to our customers and as a company, we are growing at a fast pace - do you Dare to Grow with us? -CEVA operates in a multicultural, global environment and is a richly diverse organization operating seamlessly as one company. We aim to attract, motivate and retain the best people in our industry, whatever their background. -We share the same passion to deliver world-class solutions to our customers. We have the best supply chain professionals in the industry and develop this talent in an inspiring work environment.CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. -All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. -We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.Please note: -Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.CEVA operates in a multicultural, global environment and is a richly diverse organization operating seamlessly as one company. We aim to attract, motivate and retain the best people in our industry, whatever their background. -We share the same passion to deliver world-class solutions to our customers. We have the best supply chain professionals in the industry and develop this talent in an inspiring work environment.CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. -All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. -We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.Please note: -Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.Information provided is true and accurate. - -False statements or information will result in the application voided.LocationAuburn, United States of AmericaTeamOcean FreightWorking Hours Day Job

Keywords: CEVA Logistics, Auburn , Ocean Customer Service Manager, Hospitality & Tourism , Auburn, Washington

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