JOB OVERVIEW:

Under the supervision of the General Manager - Customer Service Center (CSC), the CSC Manager ensures and develops universal customer relations that is distinctive and consistent in order to "exceed" customers' expectations. Retain focus on customer loyalty and establish added value services. Understand the forces that shape views and actions of the internal and external customers and competitors. Further strengthen the relationships with our customers.

JOB DUTIES AND REQUIREMENTS:

1. Develop a dedicated, motivated, and competent customer service/relations team in a cost-efficient/quality-based manner through continuous mentoring, and coaching.

2. Assures that the team is cross trained to increase skill sets, career paths and preparation for first point of contact.

3. Assess future training requirements for the CSC supervisor and team members.

4. Implementation of methods, procedures, and systems to establish continuous improvement and a high quality of execution, while building inter-departmental consensus and improving service to our customers.

5. Identify customer expectations through surveys, face to face interviews and measure against those expectations.

6. Apply and maintain personnel policies and procedures for CSC staff in accordance with GPA handbook.

7. Works with operations field personnel to maintain optimal cargo flow for delivery of goods.

8. Promotes GPA features and services to both existing and perspective customers by utilizing GPA software and internet connections.

9. Manage using, reporting and performance measurements - (KPI's) Key Process Indicators and skill standards ensuring each standard is met or exceeded.

10. Ensure that staff remains knowledgeable regarding services, processes and policies.

11. Recommend appropriate staffing requirements based on internal growth and workload.

12. Provide support and backup for CSC General Manager.

13. Participate on improvement teams, process teams, and project teams as required by the General Manager.

14. Maintain staff coverage and schedules to the required CSC hours of operation.

15. Performs other duties as assigned.

JOB REQUIREMENTS:

Knowledge, Skills and Abilities:
Knowledge and experience of GPA services, technology, and port customer requirements are also desired. Must have extensive experience in carrier, port operations, documentation, and procedures. Excellent analytical and problem-solving skills or experience. Ability to critique and improve on business practices and procedures. Excellent written, oral and presentations skills required. Strong interpersonal skills and the ability to interact effectively and professionally with GPA staff on all levels of administration as well as internal and external customers in order to create a result driven, team-oriented environment.

Education and/or Experience:
Four-year college degree in business, marketing, communications or a related field required. Experience in transportation, traffic management, distribution, and customer-oriented services required.

Other Requirements:
Must meet the criteria for and obtain a Transportation Worker Identification Credential (TWIC). Valid state driver's license required.