Manitoulin Transport

Customer Support

• Supervise and coordinate the workload for the Support Services, VIP Customer Service, and Customer Service departments
• Provide daily direction, support, and coverage backup for the three departments
• Conduct yearly performance reviews with the Supervisors of the three departments
• Maintain and recommend updates to work procedures, on call and department schedules, and work flow
• Manage departmental staffing decisions, including interviewing potential candidates
• Generate and submit comprehensive reports monthly
• Work closely with Sales and Operations Management to define and meet customer expectations
• Handle major customer inquiries, escalations, and upset customers
• Collaborate with partner carriers, Terminal Staff, Sales, and Management
• Participate in the on-call rotation, monitoring all after-hours VIP emails and phone calls

Assistant Customer Service Manager