Job Description

Role Summary

The Customer Service Manager oversees all aspects of the Customer Service Department to ensure every customer receives exceptional, safe, and consistent service. This position manages Customer Service Agents, Leads, Auditors, and Records Clerks while fostering a positive, accountable, and high-performing team culture. The Manager is responsible for departmental efficiency, safety compliance, personnel development, and coordination with operational departments to maintain service excellence.

Compensation

Starting at $63k p/yr

Employment Type

Regular Full-Time

Schedule

Must be available to work within the business hours of 7AM-8PM

FLSA Status

Exempt

Key Duties

Maintain a professional, welcoming, and safe customer service environment. Ensure team members demonstrate professional appearance, communication, and customer interaction. Address and resolve customer complaints, billing or rating discrepancies, and service concerns promptly. Identify recurring issues, implement corrective actions, and escalate when necessary. Oversee rating accuracy, freight quotes, and billing processes to ensure profitability and compliance. Manage the airway bill audit process, including documentation integrity and staff retraining when needed. Supervise administrative personnel (Records Clerk & Auditor) to ensure timely and accurate completion of tasks. Serve as a back up to all positions in the department. Recruit, interview, hire, train, coach, and, when necessary, discipline or terminate departmental staff. Manage timesheets, conduct performance evaluations on schedule, and promote professional growth and engagement through continuous feedback and mentorship. Maintain adequate staffing levels to meet operational and seasonal demands. Manage and coordinate customer claims, freight seizure process, agent pay administration and maintain clear communication across all stakeholders. Ensure all operations comply with company policies, FAA, TSA, DOT, and OSHA regulations. Maintain and annually audit the Customer Service Manual, departmental forms, and checklists. Recommend and implement process improvements or policy updates as necessary. Work closely with Cargo, Line Facility Agents, Load Control, and Sales to ensure seamless communication and teamwork. Participate in management meetings and assist in implementing company-wide initiatives. Track service metrics and customer satisfaction trends; develop strategies for improvement. Prepare and submit regular reports on department performance, staffing, and service quality.



This job description in no way states or implies that these are the only duties to be performed by this employee. He or She will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

Qualifications

Minimum 2 years of management or supervisory experience, preferably in aviation, logistics, or customer service. Demonstrated ability to lead customer-facing teams in high-volume, fast-paced environments. Strong interpersonal, organizational, and conflict-resolution skills. Skilled in employee coaching, development, and retention. Proficient in Microsoft Office Suite Financial proficiency in billing, rating, and cash reconciliation. Excellent verbal and written communication skills. Ability to work flexible hours, including weekends and holidays as needed. Proven ability to handle sensitive and confidential information appropriately. Must meet company standards for background checks and TSA-compliant security clearance. Valid driver's license and ability to operate company vehicles if required.

Benefits Packet Includes

Group Medical/Vision/Dental/Life Insurance Coverage 401k Retirement Match Savings Plan Paid Holidays Floating Holiday Paid Time Off Jury Duty Pay Employee Assistance Program

Equal Employment Opportunity

We are proud to be an Equal Employment Opportunity and Affirmative Action employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. If you would like to view a copy of our affirmative action plans, please contact us.