ISO Customer Service Manager

Customer Service Manager

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

The Customer Service Manager at ISO Depot is responsible for overseeing the customer service team, ensuring exceptional service delivery, and driving customer satisfaction across all client interactions. This role plays a critical part in maintaining strong client relationships, supporting ISO compliance service delivery, and continually improving the customer experience.

Duties and Responsibilities:

• Ensure timely and professional handling of customer inquiries, issues, and service requests
• Maintain high levels of customer satisfaction (CSAT) and retention
• Monitor service quality and implement improvements based on feedback and trends
• Handle escalated customer issues and provide resolution
• Other duties as assigned

Operational Management

• Develop and optimize customer service processes, workflows, and SOPs
• Monitor daily operations, including ticket queues, response times, and resolution rates
• Collaborate with cross-functional teams (Sales, Operations, Quality/Compliance) to ensure seamless service delivery
• Implement tools and systems to improve efficiency (CRM, ticketing platforms)

Client Relationship Management

• Build and maintain strong relationships with key clients
• Support onboarding of new customers and ensure smooth service implementation
• Act as a liaison between clients and internal teams for service-related matters

Reporting & Continuous Improvement

• Track and analyze customer service metrics and KPIs
• Prepare regular reports for leadership on performance, trends, and opportunities
• Identify process gaps and lead continuous improvement initiatives
• Ensure compliance with ISO standards and company quality policies

Job Requirements

Education and Experience:

• Bachelor's degree in Business, Communications, or related field preferred
• 5+ years of customer service experience, with at least 2 years in a leadership role
• Experience in ISO, compliance, certification, or service-based industries is a plus

Preferred Qualifications

• 35 years of experience in customer service or logistics, preferably in tank container or depot operations.
• Strong knowledge of intermodal tank container services and depot processes.
• Experience with depot management systems (e.g., Tank Container ERP, depot tracking tools).
• Excellent communication, problem-solving, and organizational skills.

Essential Qualifications:

• Industry knowledge (tank container handling, cleaning, testing, and repair)
• Excellent communication and interpersonal abilities
• Problem-solving and conflict resolution expertise
• Highly organized with strong attention to detail
• Customer-centric mindset with a commitment to service excellence
• Proficiency in CRM and customer support tools
• Ability to analyze data and leverage insights for improvement

Computer Skills:

• Proficiency in customer relationship management (CRM) systems (e.g., Salesforce, Depot Software, TMW as needed)
• Experience with customer support/ticketing platforms (e.g., Zendesk, Freshdesk, ServiceNow)
• Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Ability to analyze and interpret data using spreadsheets and reporting dashboards
• Familiarity with quality management or compliance systems is preferred
• Experience using collaboration tools (e.g., Microsoft Teams, Slack, Zoom)
• Ability to quickly learn and adapt to new software, systems, and technologies

Language Skills:

• Ability to read, write, and speak English proficiently.

Physical Demands:

• Primarily sedentary work involving prolonged periods of sitting at a desk and working on a computer
• Frequent use of hands and fingers for typing, phone handling, and operating office equipment
• Occasional standing, walking, or moving between office areas
• Ability to communicate effectively via phone, video, and in-person meetings
• May occasionally lift and/or move office materials up to 1520 pounds
• Visual acuity required for reading electronic documents, analyzing data, and reviewing reports
• Occasional travel to corporate office and other locations
• Ability to operate in a constant state of alertness and safe manner.

Work Environment:

• Office job, may go outside from time to time but rare
• Onsite

Benefits:

• Medical, Dental and Vision Insurance
• Generous Vacation Time
• Company Paid Holidays
• Company 401(k) and Roth with Employer Matching Contributions
• Short and Long-Term Disability Insurance

At Heniff, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Heniff treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes and general treatment during employment, including on the basis of actual or perceived race, creed, color, religion, sex, age, sexual orientation, gender identity and/or expression, alienage or national origin, ancestry, citizenship status, marital status, veteran status, or disability.