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Customer Service Manager
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AppleOne
Brea, CA (In Person)
$78,000 Salary, Full-Time
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Job Description
Customer Service Manager AppleOne - 3.8 Brea, CA Job Details $78,000 a year 1 day ago Benefits Dental insurance 401(k) Vision insurance Paid sick time Qualifications Performance improvement leadership Customer relationship building Management Air freight Managing teams in a customer support role Team leadership Standard Operating Procedures (SOPs) implementation Coaching Logistics customer service Air cargo operations Customer satisfaction tracking Ocean freight Frontline customer support management Managing clients in a customer support role Team development Key Performance Indicators Shipping logistics Client retention Leading team collaboration initiatives Logistics company experience Operational excellence initiatives Air cargo transportation Process improvement planning Business operations Customer satisfaction improvement Senior level Leadership Standard operating procedures (SOPs) Policy Development Team building Full Job Description Job Summary We are seeking an experienced Customer Service Manager for a direct hire opportunity in Brea, CA. This role is ideal for a freight forwarding and logistics professional who is ready to lead a customer service team, strengthen operational performance, and support high-value client relationships in a fast-paced transportation and materials storage environment. The Customer Service Manager will oversee a team of Customer Service Representatives, drive service quality, improve freight forwarding processes, and serve as a key escalation point for customer shipping needs. This is a highly visible leadership role with the opportunity to influence local operational strategy, improve end-to-end workflow, and partner with internal departments and overseas entities to enhance the customer experience. This opportunity offers a collaborative team environment, supportive leadership, and the chance to make a measurable impact on customer satisfaction, freight KPIs, and department performance. The ideal candidate will bring strong logistics knowledge, a proactive leadership style, and the ability to build positive teamwork while maintaining accountability and service excellence. Key Responsibilities Lead, coach, and manage a team of 5 Customer Service Representatives supporting freight forwarding operations. Develop and implement department policies, procedures, and process improvements to increase productivity, transparency, and service quality. Serve as the primary escalation point for customer freight matters, including urgent or after-hours emergency requests when needed. Partner with internal teams and overseas entities to improve end-to-end ocean and air import/export workflows. Monitor team performance, monthly targets, freight KPIs, and customer Standard Operating Procedure compliance. Support new freight business implementation and collaborate across departments to strengthen customer retention and operational utilization.