Afterhours Manager

Job Description

Company Overview:

The Hanline Group is a food manufacturing, logistics and supply chain solution organization comprised of five different operating companies. Each company is dedicated to a specific value proposition within a certain industry. Together, these companies work with and assure continuity of supply for the nation’s most reputable food and supply chain outlets.

Entourage Freight Solutions, founded in 2013, is an industry leader and a true 3PL in navigating refrigerated freight as well as dry freight and the expedited markets with more than 8,000 carriers in our vast network.

Division: Entourage Freight Solutions

Position Title: Afterhours Manager

Location: 9200 Worthington Road, Suite 120, Westerville, OH 43082

Schedule: Thursday - Monday

Annual Compensation: $60,000 - $70,000

Position Summary:

The Afterhours Manager of Customer Service will be responsible for overseeing the

day-to-day operations of our night & weekend customer service team. They will lead the

team of representatives, in office and remotely, to ensure high quality customer

interactions, maintain customer satisfaction, and implement strategies to improve the

overall customer experience by setting service standards, resolving issues and

analyzing feedback to identify areas for improvement. They will be responsible for

hiring and implementing training; performance monitoring and policy development. They

will foster cross-functional collaboration to ensure seamless customer experience

across all touchpoints.

Expectations:

Demonstrate excellent leadership & organizational skills

Excellent communication and interpersonal skills

Problem solving and analytical skills to identify root causes of issues

Ability to motivate and mentor representatives

Ability to manage multiple priorities and meet deadlines

Data analysis and reporting skills

Lead by example

Responsibilities:

Hire, train and supervise representatives. Providing ongoing coaching and

development opportunities. Actively support team members professional growth

by identifying skill gaps and providing opportunities for learning and training,

setting development goals and facilitating career progression aligned.

Establish and track key performance indicators to measure operational efficiency

and identify areas for improvement

Establish and enforce customer service policies and procedures to ensure

consistent service delivery. Ensure these policies are adhered to and continually

updated to meet the needs of the business and its customers.

Monitor and evaluate interactions, this helps ensure consistency and quality in

customer service and ensures representatives are adhering to company

guidelines.

Work closely with other departments to ensure seamless customer experience

across all touchpoints.

Benefits:

Health, Dental, and Vision Insurance after 30 days

401k with company match effective your first day

Company paid Life Insurance

Company cellphone plan

Fun and collaborative team environment!

Full-time