Note: The job is a remote job and is open to candidates in USA. OnTrac is a leading provider of same-day and next-day delivery services in the U.S., catering to major e-commerce and product-supply businesses. They are seeking a Customer Service Manager to lead a frontline customer support team, ensuring high-quality service and operational efficiency in a fast-paced logistics environment.
Responsibilities
- Lead and manage a team of frontline associates handling customer inquiries through chat and text messaging platforms
- Monitor daily operations to ensure service levels, response times, and quality standards are consistently met
- Coach, mentor, and develop team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team culture
- Analyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve results
- Partner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle complex customer issues effectively and on time
- Ensure consistent and accurate documentation of customer cases and interactions
- Drive improvement initiatives that enhance customer experience and operational efficiency using available data and insights
- Support workforce planning, scheduling, and staffing needs to ensure coverage and responsiveness meet customer demand
Skills
- Bachelor's degree in Business, Operations, or a related field (or equivalent experience)
- Minimum 4+ years of leadership experience in a contact center or customer service environment
- Strong leadership, coaching, and performance management skills
- Proven ability to analyze data and use insights to drive decisions and improvements
- Proficiency with contact center tools, CRM systems, and reporting dashboards
- Experience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environment
- Experience in logistics, transportation, or e-commerce industries preferred
Benefits
- Bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan
- Medical, dental, and vision insurance
- Life and short- and long-term disability coverage
- 401(k) retirement savings plan with company match
- Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
- Two (2) floating holidays per year
- Paid sick leave*
- Six (6) paid company holidays
- Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
- Additional wellness and employee assistance programs
Company Overview
OnTrac is the solution of choice for last-mile e-commerce deliveries that helps retailers and shippers build a competitive advantage through faster delivery times, lower costs, coast-to-coast coverage, and reliable on-time performance. It was founded in 1991, and is headquartered in Chandler, Arizona, USA, with a workforce of 5001-10000 employees. Its website is http://www.ontrac.com/.