Manager, Customer Service

$65,108 - $123,538/Yr

FedEx - New Lenox, IL

Full-time - Manager

New Lenox, IL

10,001+ employees

Couriers and Messengers

About the position

The Manager, Customer Service at FedEx Supply Chain is a leadership role responsible for overseeing employee productivity and successful account operations. This position focuses on the tactical execution of daily operations, employee support, coaching, and mentoring. The manager will maintain relationships with both internal and external customers and vendors, ensuring effective order management and customer service functions while enhancing the overall customer experience.

Responsibilities

• Manage at least 2 full-time exempt direct reports, including hiring, coaching, skills development, and performance management.
• Plan, organize, staff, direct, and control the day-to-day operations of the department.
• Develop and manage the department budget, ensuring compliance and addressing variances.
• Provide enhanced customer experience through effective communication and tools.
• Coordinate the Order Management functions to meet customer expectations and operational goals.
• Monitor operational productivity goals and ensure they are achieved on all shifts.
• Foster the company employee culture within the facility.
• Ensure attainment of production, quality, and safety objectives.
• Review and assure the accuracy of production and inventory reports.
• Coordinate with the operational aspects of the Company's Core Excellence Program and conduct regular audits.

Requirements

• Bachelor's Degree in Logistics or Industrial Engineering preferred, or a high school diploma/GED with 10 years of relevant experience.
• 8 years of relevant experience in logistics or a related field.
• 5+ years of management/supervisory experience in a high-volume logistics environment.
• Experience with Six Sigma or Lean methodologies, Green Belt certification preferred.
• Expert knowledge of Microsoft Word, Excel, and PowerPoint.
• Excellent verbal and written communication skills.
• Strong customer service orientation and team player.

Nice-to-haves

• Experience with budget planning and P/L exposure.
• Previous team building experience.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching