Sr. Customer Service Manager

Senior Manager of Customer ServiceThe Senior Manager of Customer Service is responsible for managing and executing a high visible customer program within the supply chain management industry. This role will include coordinating highly complex project and operational requests across internal teams and external stakeholders, while providing leadership to a small support team. The role ensures program requests are organized, communicated clearly, and executed successfully from initiation through completion.The successful candidate will partner closely with senior leaders and internal cross-functional teams to drive execution, resolve challenges, and ensure program priorities are delivered effectively.Essential Duties and ResponsibilitiesManage a highly visible customer program and ensure complex requests are executed successfullyCoordinate cross-functional teams to deliver program initiatives and resolve issuesDelivers program results by leading, coaching, mentoring, while coordinating training efforts to advance the performance of the teamProactively identify, assess, and mitigate program risk, while leading self-identified risk initiatives to remediate operational, reputational, and financial risk to the company.Partner with external customer senior leaders to align priorities and program executionTrack complex project requests and ensure timely progress and completionCommunicate program status, risks, and updates to leadershipSupport preparation of Monthly and Quarterly Business ReviewsAnalyze program performance and identify opportunities for improvementProgram Execution – Lead the successful complex program initiatives, ensuring priorities are clearly defined, projects are strongly executed meeting specific timelinesCustomer Engagement – Embody a culture of strong customer engagement by building trusted relationships, maintaining proactive communication, while ensuring a high level of ownership and responsiveness to leadership and stakeholdersCross-functional Coordination- Effectively serve as the central point of coordination across logistics, operations, and internal support teams to execute efficiently and resolve escalationsTeam Leadership & Coaching- Successfully lead and develop a small team by providing clear direction, coaching, and support to ensure consistent performance execution and strong performanceRequired QualificationsExperience managing complex programs or projectsAbility to coordinate multiple teams and drive executionStrong communication and stakeholder management skillsExperience working with senior leaders and enterprise customersStrong analytical skills and proficiency in Excel (pivot tables, data analysis)Experience in logistics, transportation, or supply chain environmentsFamiliarity with shipping operations, fulfillment networks, or retail supply chainsExperience supporting large enterprise or retail customersPhysical Demands & Work EnvironmentProlonged periods of sittingFrequent use of hands and fingersAbility to lift up to 10-20 poundsExtended period of phone or virtual meetingsOccasional standing or walkingMinimal travel based on business needs, 10-15% with initial job shadowing in Wichita, Kansas.Benefits Offered:Medical, Dental, and Vision Insurance – Coverage begins the first of the month following 30 days of employment401(k) Plan with Company MatchPaid Time Off (PTO) and Holiday Pay – Eligible on date of hireWeekly PayFull Grant Tuition & Tuition Reimbursement Programs