About Cold-Link Logistics:

Cold-Link Logistics is a rapidly growing Warehousing and Logistics Company built on Family Values. Based out of South Florida, we are committed to building a great team to serve our customers' needs with innovative cold storage warehousing and distribution solutions. We are about making the most of opportunities in the warehouse/distribution world. Our mission is to provide a team-oriented work environment to support you and to help you grow. We are here to make a difference with top level service to customers in the area! We are looking for a strong-minded and determined individual who is looking to find a career and grow with a family-oriented company. The Customer Service Manager leads our customer-facing operations with a focus on delivering exceptional service. This role oversees the Customer Service and Shipping/Receiving teams, ensuring smooth communication, accurate processes, and strong relationships with our partners. Working in close partnership with the Warehouse Operations Team, the Customer Service Manager ensures every customer interaction reflects Cold-Link Logistics' commitment to service excellence.

Essential Duties Include:

• Be a team player with a positive, empathetic, and professional attitude.
• Provide primary leadership oversight, accountability, and development of the Customer Service Team, including the Customer Service Account Representatives and the Shipping-Receiving Coordinators.
• Create and support a positive, team-oriented work environment and culture.
• Initiate, implement and maximize strong customer service and inventory management practices, creating, maintaining, and improving Standard Operating Procedures.
• Serve as the main point of contact for customer communications including inquiries, monthly check-ins, Quarterly Business Reviews, problem resolution, agreement renewals, etc.
• Monitor daily and ongoing customer service levels, handling customer requests and concerns in a timely, accurate and professional manner.
• Effectively lead, coordinate and improve the administrative utilization of the Warehouse Management Systems and other office computer systems, equipment and software.
• Oversee assigned financial management activities, including coordination of new accounts set-up, customer billing, cost controls, and maximizing profitability.
• Gather, track, report and analyze warehouse/customer activity data and metrics including but not limited to inbounds, outbounds, inventory levels, average turn times, item profiles, special requests, etc.
• Maintain accurate, real-time logs of customer data to reflect performance trends, investigate patterns, determine opportunities for improvement, and support audits by ensuring accurate documentation and historical reporting.
• Lead and coordinate internal/external customer communications, including team meetings, periodic business updates and account reviews.
• Initiate, coordinate and monitor continuous improvement initiatives, including customer surveys, staying current on the latest industry trends and initiatives.
• Lead the Customer Service Team to attain the highest levels of customer satisfaction, build and promote good partnerships with all customers and stakeholders.
• Must be available to work overtime, weekends, and extended hours as operational needs require, including working until the job is complete.
• Perform other duties as assigned by the Leadership Team.

Qualifications:

• Bachelor's degree (preferred) or equivalent experience; minimum 3 years of leadership in customer service within a logistics or warehouse environment.
• Must be at least 18 years old and legally authorized to work in the United States without the need for current or future employer sponsorship.
• Proficient in Microsoft Office (Word, Excel); familiarity with Warehouse Management Systems (WMS) such as Korber/Infios and scheduling tool Opendock is a plus.
• Effectively communicate verbally, including speaking effectively with individuals and before groups of people.
• Effectively communicate in writing, including concepts and information required for daily business activities.
• Ability to read and interpret documents such as policies, operating and procedure manuals, and write routine reports/ business correspondence.
• Effective team leadership style, including problem solving, planning and decision making.
• Proven ability to work effectively as part of a team.
• Excellent attention to detail with strong organizational and multitasking abilities.
• Ability to communicate and collaborate effectively with colleagues across departments.

Physical Requirements:

• Ability to sit or stand at a workstation for extended periods of time.
• Manual dexterity to operate standard office equipment such as computers, phones, copiers, and fax machines.

Benefits :

• Salary pay
• Medical, Dental, Vision, Life, and Disability insurance first of the month after date of hire
• 401(k) & Company matching
• Paid time off & holidays
• Monthly cell phone reimbursement
• Eligible for discretionary annual performance bonus as decided by management.

Benefits:

401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Paid time off Parental leave Retirement plan Vision insurance

Experience:

Customer Service Management :

3 years (Required)

Logistics or Warehouse:

3 years (Preferred)

Work Location:

In person