Customer Service Manager

**Company Overview** Seaport Group is the Leading Asset\-Based Intermodal Service Provider in Canada. We pride ourselves on delivering exceptional trans\-border drayage services to/from US ports and railheads in Canada. We’re not just leading the industry – we’re shaping its future. As we continue to grow, we’re expanding our exceptional team. We invite you to join us on this journey of growth and unlock your career potential with us. You bring a growth mindset, customer centricity, tenacity and leadership skills – we’ll provide a dynamic work environment where you can grow your skills and drive excellence that redefines success in the intermodal trucking space. **Role Description** The Customer Service Manager – Door Division is responsible for leading the end\-to\-end customer service function within the Door Division. This role oversees a customer service pod, ensuring operational excellence, proactive customer communication, and seamless coordination between customer service, dispatch, and account management teams. A critical element of this role is commercial accountability. The Manager is responsible for retaining and growing customer accounts within their pod, ensuring volume is maintained, share of wallet is increased, and revenue leakage is prevented. They will align service delivery with commercial goals while embedding a customer\-centric and growth\-oriented culture across their team. **Compensation** $84,000 – $110,000 per year, commensurate with experience. **Key Accountabilities** * **Team Leadership \& Oversight (30%):** Lead and manage customer service pods across Toronto, Montreal, and India. Provide daily guidance, support, and escalation management. Ensure balanced workloads, proper account allocation, and adherence to SLAs. * **Customer Experience \& Retention (15%):** Oversee proactive customer communication, service recovery, and satisfaction. Ensure consistent retention of assigned accounts and act as escalation point for customers. * **Revenue Growth \& Leakage Prevention (20%):** Take ownership of revenue performance within assigned customer pods. Identify growth opportunities (upsell/cross\-sell), increase share of wallet, and implement strategies to prevent volume leakage to competitors. Forecast and deliver growth targets. * **Systems \& Process Optimization (10%):** Ensure adoption and effective use of PortPro, Front, and call/email systems. Drive compliance with SOPs, reporting, and customer portal standards. Identify and implement process improvements to enhance efficiency and customer experience. * **Performance Management \& Reporting (15%):** Monitor KPIs including on\-time %, service failures, call/email metrics, NPS, and revenue retention/growth metrics. Provide analysis and insights to leadership. Ensure accountability across the team for both service and commercial performance. * **Customer Onboarding (5%):** Manage onboarding of new customers, ensuring systems setup, notification preferences, and customer portal access are configured correctly. Conduct welcome calls and ensure smooth transition. * **People Development (5%):** Coach, mentor, and develop coordinators and assistant managers. Conduct regular performance reviews, set goals, and foster professional growth. **About You** * **Leadership:** Proven ability to inspire and lead teams; provide guidance and direction to achieve team and organizational goals. * **Communication:** Excellent verbal and written communication skills; clear and concise communication with both team members and customers. * **Customer Focus:** Committed to delivering excellent customer service with the ability to build and maintain positive client relationships. * **Problem\-Solving:** Strong ability to identify and address challenges promptly; proactively find solutions to service failures and operational issues. * **Adaptability:** Highly adaptable to changing circumstances and industry trends; flexible in addressing unexpected challenges. * **Detail\-Oriented:** Meticulous attention to detail to ensure accuracy in coordinating tasks and managing accounts, minimizing errors in communication and execution. * **Crisis Management:** Demonstrated ability to manage and navigate high\-pressure situations, especially during service failures, and implement timely solutions. * **Team Collaboration:** Strong cross\-functional collaboration skills, especially with dispatch and account management teams. **Qualification** * Post\-secondary degree required; Business or Customer Service field preferred. * Minimum 3 years of experience in a role within the transportation or logistics sector preferred. * Direct customer service, dispatch, and driver management experience necessary. * Good understanding of technical and equipment requirements for door drayage operations. * Proficiency in MS Office (intermediate level); familiarity with Transportation Management Systems (TMS) such as PortPro and Front is an asset. * Strong computer and technology adaptation skills. * Hybrid work environment, 3\-4 days in office per week is required. * Ability to travel to office locations in Montreal and India when required. **What's In It For You?** At Seaport, we believe in recognizing and rewarding the hard work and dedication of our team. By joining us, you’ll play a key role in shaping our customer experience, while enjoying a work environment that fosters growth, innovation, and collaboration. * **Competitive Salary:** A salary package that reflects your experience and contributions. * **Growth Opportunities:** Professional and career development programs tailored to your role. * **Work\-Life Balance:** Flexible working arrangements and generous time\-off policies. * **Comprehensive Benefits:** Health \& Dental, RRSP Matching, Wellness Reimbursement, EFAP, Employee Perks, and more. * **Inclusive Culture:** A diverse and inclusive workplace where every voice matters. Seaport is an equal\-opportunity employer that recognizes the value and importance of a diverse workforce. Seaport is committed to providing assistance during all phases of the employee lifecycle, from recruiting through to the end of the employment relationship. If you require accommodation because of injury, illness, or disability during any portion of Seaport’s recruiting process, please let us know and we will do everything we can to accommodate you.