Assistant Manager, Customer Service

Assistant Manager, Customer Service Job Type Location Salary Range Full-Time | On-Site Alexandria, VA $65,500 - $85,000 annually Job Summary The Assistant Manager, Customer Service leads the Customer Service team day to day, ensuring domestic shipments reach customers on time and that customers always know where their freight stands. Working closely with Domestic Operations, this role keeps shipments moving by quoting and tracking freight, communicating transit delays promptly, and following issues through to resolution. This position also monitors team performance and manages office functions, supporting the department’s goal of delivering responsive, dependable service that customers can count on. Key Responsibilities In this position, the Assistant Manager, Customer Service is responsible for: Shipment management Assist clients with quoting, planning, and tracking shipments by phone and email. Enter waybills and quotes accurately in the transportation management system (SAP TM). Customer and cross-department communication Answer general customer inquiries by phone and email. Work with domestic and international operations to communicate customer needs. Stay current on issues and transit delays and relay them to customers promptly. Flag issues that need customer assistance and follow them through to resolution. Inbox and team leadership Manage the group email inbox so every request is addressed on time and in order of urgency. Lead the Customer Service team day to day and monitor team performance. Bring findings to the department and offer solutions and support in team meetings. Reporting Prepare customer reports: weekly and monthly shipment activity, on-time performance, and others as needed. Office management Manage office supplies and arrange maintenance calls as needed. Process expense reports and approve vendor invoices. Other Assist with special projects and other departments as needed. Perform other duties as assigned. Qualifications & Skills Required Minimum 5 years of freight forwarding experience. Excellent general computer skills; proficiency in Microsoft Word, Outlook, and Excel. Strong organizational and management skills. Superior attention to detail. Excellent oral and written communication skills, including the ability to work well with customers and colleagues of various backgrounds and cultures. Strong-problem solving skills and the ability to stay calm under pressure. Dependability and professionalism. Preferred 2-5 years prior customer service and logistics experience. Bachelor’s degree in Transportation, Logistics, Supply Chain Management, or a related field. Experience with SAP TM (freight-specific). Physical Demands and Work Environment While performing the duties of this position, the employee is regularly required to sit for extended periods; use hands and fingers to operate a computer keyboard, mouse, and other office equipment; and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and lift and/or move up to 15–25 pounds (e.g., files, supplies, or equipment). Specific vision abilities require close vision, distance vision, and the ability to adjust focus. The role operates in a professional climate-controlled office environment with a usually moderate noise level. Compensation Base Pay Range: $65,500 - $85,000 annually The base pay range displayed on this job posting reflects the minimum and maximum base pay for this specific location. Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Additional Compensation: This position is eligible for a quarterly station bonus. Benefits Featured Benefits Medical, Prescription Drug, Dental and Vision coverage for you and your dependents Health Savings Account + Employer Contributions Flexible Spending Account options for Medical and/or Dependent Care Company provided Life Insurance, Short-term and Long-term Disability Insura…

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