Job Title: Customer Service Manager - Warehouse

Department: Warehouse

Location: Houston, TX

Reports To: VP of Customer Service

Position Type: Full-time

Company Overview

Gulf Winds International, Inc. is a leading provider of drayage, transloading, and storage, serving importers and exporters globally. The Company prides itself on innovation, people, and purpose, redefining expectations for intermodal trucking. With a robust presence at major ports, including Houston, Dallas, Mobile, Memphis, Savannah, Charleston, Norfolk, Baltimore, and Chicago, Gulf Winds is dedicated to delivering top-notch services through continuous investment in technology and infrastructure. Ownership: The company is backed by The Sterling Group, a Houston-based private equity firm. Since 1982, The Sterling Group has partnered with management teams to grow and build winning businesses in the industrial sector. Over 75% of Sterling’s past partnerships have been with family businesses and corporate carve-outs. Sterling excels as a partner bringing its operational focus and expertise to support company objectives. Today, Sterling has over $5.7 billion in assets under management.

**Only Candidates in the Houston, TX market area will be considered**

Purpose of Position

The Warehouse Logistics Manager’s purpose is to lead and enable their team to provide world class customer service to their customers.

Primary Job Responsibilities:

Other duties may be assigned as deemed appropriate by management.

• Employee Engagement
  • Creating a positive culture/team environment
  • Manage customer service staff, communicate job expectations, and perform performance plans and job reviews accordingly.
  • Coach, train, and motive staff to deliver a high-quality customer service experience while meeting performance objectives that align with company goals and values.
  • Meet monthly with team members to improve/monitor goals and engagement and assess for professional development opportunities.
  • Assist team members in complex problem resolution as needed.
  • Hold team members accountable to achieving defined expectations.
• Goal Tracking
  • Establish and monitor goals quarterly which align to the department and company goals.
  • Manage and document team additional costs.
  • Manage and document team credits.
  • Develop and maintain reports as needed.
• Dashboard Management
  • Monitor team dashboards to minimize additional costs, maximize profit, and identify process improvement opportunities.
  • Perform regular team data audits of system to ensure accuracy, identify training needs, and address consistent discrepancies.
  • Review margins to maximize profitability and reduce billing errors.
• Customer Onboarding & Routine Interaction
  • Establish and maintain rapport with contract and key customers to identify and address pain points and opportunities for improvement.
  • Participate in customer onboarding for key and contract accounts.
  • Respond to customer feedback and ensure customer satisfaction and retention.
  • Review internal systems and processes to ensure KPI are met for all Key and Contract accounts.

Specific Tasks

This list is subject to change at any time.

• Daily
  • LC account support/questions
  • Review team dashboard
  • Spreadsheet: Review/enter credits
  • Spreadsheet: Review/enter additional costs
  • Margin reviews
  • Email maintenance
• Weekly
  • Approve time cards
  • Address any OT concerns
  • Review workloads
  • Viva goal updates
  • Review goal progress
  • Send LC dashboard report
  • Spreadsheet: Updating goal tracking spreadsheet
  • Meeting: Workloads
  • Meeting: Team huddles
  • Spreadsheet: Complexity Calculator - for new customers
  • Spreadsheet: LC Customer Assignments
  • Spreadsheet: Team Customer Account List
  • Team member shoutout
• Monthly
  • 1 on 1 with team members
  • Employee engagement activities - 2x per month
  • Meeting: Sales call with Lindsey
  • Meeting: Ops market call (Houston, DFW, Memphis, Mobile, Charleston, Savannah)
  • Meeting: 1 on 1 with managers/Candace
  • Nominate a team member for a Star (if applicable)
  • Spreadsheet: Customer Service Performance Recognition
  • Meeting: Town Hall
  • Meeting: EDI review
• Quarterly
  • Audit accounts
  • Review results of pulse survey
  • Top/Bottom performers
• Annually
  • Team members reviews
  • Review for annual raises
• Ad Hoc
  • Customer meetings
  • Onboarding calls
  • Spreadsheet: Quote Opportunities
  • Team member coaching/training
  • Team member accountability process
  • Track service failures
  • First escalation point for customer issues.
  • Review rate changes advised by Sales to ensure quotes/templates/orders are updated accordingly.
  • Review customer disputes on invoicing related items

Requirements: Knowledge, Skills, and Abilities

• Must possess strong communication & writing skills necessary to interface with internal and external customers.
• Must be a self-starter and willing to work with minimal supervision and execute tasks and duties at a high level.
• Knowledge of transportation industry, logistics and supply chain.
• Excellent organizational skills.
• Ability to motivate, train, lead, and evaluate the performance of team members.

Minimum Qualifications:

• Demonstrated ability to perform duties of a Logistics Coordinator at an exemplary level.
• Bachelor’s degree or equivalent experience
• Prior management experience is a plus, but not required.