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! 

 

Job Tags

Full time, Work at office, Remote work, Night shift, Weekend work,

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