Manager, Customer Service

Job summary

The Customer Service Manager leads and develops the customer service team while acting as the primary liaison between customers, operations, and leadership. They are responsible for overseeing daily operations, managing escalated concerns, and driving service standards to ensure operational excellence.

Job details

About the Role Reporting to the Customer Development & Pricing Manager, the Customer Service Manager is responsible for leading and developing the Customer Service team while ensuring the delivery of exceptional service to Titanium's customers. This role serves as the primary liaison between customers, operations, dispatch, drivers, and leadership teams to ensure customer satisfaction, operational excellence, and continuous improvement. The Customer Service Representatives report directly to this position. The successful candidate will oversee daily customer service operations, coach and mentor team members, manage escalated customer concerns, and drive service standards that support Titanium's commitment to customer excellence. Key Accountabilities * Lead, coach, and develop a team of Customer Service Representatives, fostering a collaborative and customer-focused culture. * Oversee daily customer service operations and ensure timely, professional, and accurate communication with customers through phone and email. * Act as the primary escalation point for complex customer inquiries, service failures, and shipment-related issues. * Build and maintain strong customer relationships through proactive communication and effective issue resolution. * Collaborate with Dispatch, Operations, Drivers, and other internal stakeholders to ensure customer expectations are met. * Monitor and report on customer service performance metrics, service levels, and team productivity. * Manage team scheduling, workload distribution, attendance, and vacation planning. * Review customer feedback, identify trends, and implement continuous improvement initiatives to enhance service delivery. * Ensure accurate maintenance of customer records, databases, reporting, and shared documentation. * Utilize TMW and other systems to support shipment visibility, order management, and customer reporting requirements. * Develop and maintain customer service procedures, best practices, and operational standards. * Partner with the Terminal Manager and Human Resources on employee relations, staffing, and succession planning activities. * Perform other related duties and special projects as assigned. Position Requirements * Minimum 5 years of customer service experience, preferably within transportation, logistics, or supply chain operations. * Minimum 3 years of leadership or supervisory experience. * Post-secondary education in Business, Logistics, Supply Chain, or a related field is considered an asset. * Experience managing and developing customer service teams. * Strong understanding of transportation operations and customer service best practices. * Experience with TMW or other Transportation Management Systems (TMS) is considered an asset. * Advanced proficiency in Microsoft Office Suite, including Excel, Word, and Outlook. * Proven ability to manage multiple priorities and drive results in a fast-paced environment. WHAT'S IN IT FOR YOU? * Annual salary of $75,000-85,000 per year * Career growth opportunity within an industry leading logistics company * Group Benefits offered - health and dental * Employee engagement events Position Competencies * Strong leadership, coaching, and team-building skills. * Customer-focused mindset with a commitment to service excellence. * Excellent verbal and written communication skills. * Strong organizational and time management abilities. * Effective problem-solving and conflict-resolution capabilities. * Ability to build strong relationships with customers and internal stakeholders. * Sound judgment, decision-making, and accountability. * Adaptability and ability to thrive in a fast-paced, deadline-driven environment. * Continuous improvement mindset with a focus on operational efficiency and customer satisfaction. COMPANY PROFILE: Titanium Transportation Group is a leading North American freight transportation company specializing in tech-forward trucking operations and logistics brokerages services throughout Canada and the United States. Our specialties are truckload, dedicated, and cross-border, along with comprehensive logistics and warehousing solutions for a wide range of industries. Our focus on customer excellence, safety and innovation set Titanium apart and we are proud to have earned our place among Canada’s Fastest-Growing Companies for over 13 consecutive years by Canadian Business, and as one of America’s Fastest-Growing Companies in 2020 by the Financial Times. We are also proud to rank among Today’s Trucking Top 100 Fleets. Our team of over 1,300 professionals operate from over 15 strategic locations. We are committed to meeting our clients’ evolving supply chain needs while driving growth and success. Join us at Titanium, where innovation and opportunity pave the way for a bright future in freight transportation and logistics. Titanium Transportation Group Inc. is committed to providing accommodation throughout the recruitment process for individuals with disabilities, in line with the Accessibility for Ontarians with Disabilities Act. If you need accommodation, reach out to our HR team and we'll work with you to understand what is needed. We thank all applicants in advance; however, only applicants being considered for an interview will be contacted. #HP

What you’ll do

The Customer Service Manager leads and develops the customer service team while acting as the primary liaison between customers, operations, and leadership. They are responsible for overseeing daily operations, managing escalated concerns, and driving service standards to ensure operational excellence.

Requirements

Candidates must have at least 5 years of customer service experience and 3 years of leadership experience, preferably within the logistics or transportation industry. Proficiency in Microsoft Office and experience with Transportation Management Systems like TMW are highly preferred.

Benefits

• Health insurance
• Dental insurance
• Career growth opportunities
• Employee engagement events

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Operational Excellence · Preferred
• Leadership · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Logistics · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Team management
• Customer service
• Logistics
• Transportation operations
• Conflict resolution
• Problem solving
• Communication
• Time management
• TMW
• Microsoft Office Suite
• Order management
• Mentoring
• Operational excellence
• Data analysis
• Order Management
• Business Metrics
• Customer Development
• Operational Efficiency
• Employee Relations
• Supply Chain
• Accountability
• Supervision
• Ability To Meet Deadlines
• Service Standards
• Planning
• Microsoft Excel
• Adaptability
• Decision Making
• Customer Service
• Conflict Resolution
• Continuous Improvement Process
• Employee Engagement
• Truckload Shipping
• Innovation
• Problem Solving
• Microsoft Outlook
• Microsoft Office
• Operational Excellence
• Operations
• Order Management Systems
• Performance Metric
• Coaching
• Succession Planning
• Time Management
• Team Building
• Transportation Management Systems
• Scheduling
• Customer Inquiries

Job areas

• Logistics
• Transportation
• Management & Leadership
• Customer Service & Support
• Administrative
• Customer Service Manager
• Customer Service Manager (General)
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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