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Customer Service Manager
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AppleOne
Brea, CA (In Person)
$74,000 Salary, Full-Time
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Job Description
Job Summary We are seeking an experienced Customer Service Manager for a direct hire opportunity in Brea, CA. This role leads freight forwarding customer service operations for a team of Customer Service Representatives and plays a key role in improving customer experience, operational performance, and service quality across ocean and air import and export activities. The Customer Service Manager will work in a highly visible leadership position, partnering with internal teams, overseas entities, and customers to deliver reliable freight solutions and ensure service excellence. This is a strong opportunity for a logistics and freight forwarding professional who enjoys team leadership, process improvement, customer relationship management, and building a high-performing service culture. The ideal candidate will bring strong freight forwarding expertise, proven people management skills, and the ability to drive operational strategy while supporting a collaborative, performance-focused team environment. Key Responsibilities
- Lead, coach, and manage a team of 5 Customer Service Representatives, serving as the first escalation point for customer service and freight-related issues.
- Develop and execute local operational strategies, policies, procedures, and process improvements to strengthen productivity, visibility, and customer satisfaction.
- Partner with internal departments and overseas teams to improve end-to-end workflow processes and enhance the customer shipping experience.
- Work directly with customers on freight matters, propose value-added solutions, and support customer retention through responsive and effective service.
- Monitor team performance against monthly targets, freight KPIs, customer expectations, and Standard Operating Procedures.
- Ensure team compliance with company standards, code of conduct, legal requirements, internal procedures, and communication of department changes. Compensation and Benefits
- Salary range: $70,000 to $78,000 per year.
- Job type: Direct hire.