Radius Logistics Job Board
Customer Service Manager - 202505
Description
Customer Service Manager
Location : Surrey, BC (100% In-Office)
Reports To: General Manager
About Us
We are a growth-focused, non-asset-based third-party logistics (3PL) provider. We take pride in our collaborative culture, customer-centric values, and relationship-driven approach to business.
Position Overview
We are seeking an experienced and motivated Customer Service Manager to lead our dynamic customer service team and champion an exceptional client experience. In this role, you will oversee a team of 6–8 Customer Service Representatives, drive service excellence, and continuously improve our processes, training, and performance standards. You will play a critical role in resolving escalations and will work cross-functionally with sales, operations, and warehouse teams to ensure smooth communication and exceptional service delivery.
Key Responsibilities
- Lead, coach, and mentor the customer service team, promoting a culture of accountability, continuous learning, and customer-first thinking
- Develop and implement efficient customer service processes, SOPs, and best practices
- Identify and act on opportunities for training, team development, and service improvement
-Team time management – Monitor workload and delegate/distribute accordingly to ensure timely completion of the teams’ daily tasks
- Manage customer escalations professionally and effectively to achieve positive outcomes
- Collaborate with internal departments to resolve service issues and improve end-to-end client experience
- Monitor service levels and team KPIs; generate reports and insights for senior leadership
- Act as a key advocate for the voice of the customer within the organization
Qualifications
- 2–3+ years of customer service or client-facing experience in the 3PL, transportation, or logistics industry
- Proven leadership experience in a supervisory or management role
- Strong understanding of logistics operations and customer expectations in a 3PL environment
- Excellent communication, problem-solving, and interpersonal skills
- Proactive, solutions-oriented mindset with a focus on continuous improvement
- Familiarity with Truckmate and Salesforce is a strong asset
- Proficient in MS Office (Excel, Outlook, Word)