Complaint Resolution jobs

Customer Service Manager

Location: Mississauga, Ontario
Company: Galaxy Freightline Inc.

About Galaxy Freightline Inc.

Galaxy Freightline Inc. is a growing transportation and logistics company committed to providing reliable, customer-focused freight solutions across Canada and beyond. Through our asset-based fleet, experienced operations team, and dedicated customer service approach, we deliver dependable transportation solutions while building strong, long-term partnerships with our customers.

We are seeking a Customer Service Manager to lead our Customer Service team and help drive a consistent, professional, and customer-focused experience across our organization.

Position Overview

The Customer Service Manager is responsible for leading and developing the Customer Service team while ensuring Galaxy Freightline delivers exceptional service to our customers. This role oversees Customer Service Representatives, establishes service standards, manages customer escalations, and works closely with Operations to ensure customer expectations are understood and met.

This position will have direct responsibility for the customer service experience of Galaxy Freightline’s in-house customers, ensuring their needs are proactively managed and that communication remains timely, professional, and solution-focused.

The ideal candidate is a strong communicator, relationship builder, and leader who understands the transportation industry and can effectively bridge the gap between customers and operations.

Key Responsibilities

Customer Service Team Leadership

• Lead, coach, and support Customer Service Representatives to achieve high service standards.
• Provide direction, training, and ongoing feedback to the Customer Service team.
• Establish processes and expectations that promote accountability, responsiveness, and customer satisfaction.
• Monitor team performance and identify opportunities for improvement.
• Customer Relationship Management
• Serve as a senior point of contact for customer concerns, escalations, and service-related issues.
• Build strong relationships with customers through proactive communication and effective problem-solving.
• Ensure customer requests, concerns, and expectations are addressed promptly and professionally.
• Identify trends and recurring issues and work with internal teams to develop solutions.

Operations Collaboration

• Work closely with the Operations Manager to ensure customer commitments are understood and supported.
• Communicate customer expectations, priorities, and concerns to the Operations team.
• Assist in resolving service challenges by coordinating communication between customers and operations.
• Support continuous improvement initiatives to enhance service reliability and customer experience.

Claims Communication Oversight

• Monitor customer claims to ensure customers receive timely updates and appropriate communication.
• Act as a communication liaison between customers, Claims, Operations, and internal teams.
• Ensure customer concerns are acknowledged and that customers understand claim status and next steps.
• Escalate communication concerns or delays to the appropriate internal teams.

Please note: This role does not manage, investigate, or approve claims. Claims ownership remains with the designated Claims team.

Reporting & Process Improvement

• Monitor customer service performance metrics including response times, complaint trends, and resolution timelines.
• Identify opportunities to improve customer service processes and communication.
• Provide feedback and recommendations to leadership to enhance customer experience.

What We Are Looking For

• 5+ years of experience in customer service, transportation, logistics, or a related industry.
• Previous leadership or supervisory experience managing a customer service team.
• Strong understanding of transportation operations and customer expectations.
• Excellent communication and relationship-building skills.
• Ability to manage difficult conversations and customer escalations professionally.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with transportation management systems (TMS) and Microsoft Office applications is considered an asset.

Key Skills & Attributes

• Customer-focused mindset
• Strong leadership and coaching abilities
• Excellent verbal and written communication
• Problem-solving and decision-making skills
• Ability to collaborate across departments
• High level of accountability and professionalism
• Strong attention to detail
• Ability to remain calm and solutions-focused under pressure

Why Join Galaxy Freightline?

At Galaxy Freightline, we believe our success is built on our people, our customers, and our commitment to doing things the right way. We offer an opportunity to be part of a growing organization where your leadership and ideas can make a meaningful impact.

If you are passionate about customer service, team development, and improving the customer experience within a fast-paced transportation environment, we would like to hear from you.

Apply today and become part of the Galaxy Freightline team.

Pay: $80,000.00-$95,000.00 per year

Benefits:

• Casual dress
• Dental care
• Paid time off
• Vision care

Ability to commute/relocate:

• Mississauga, ON L4W 1J2: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Have you directly managed a transportation customer service team with five or more employees?
• What excites you most about working in the transportation and logistics industry?
• What type of leader do you strive to be, and how do you motivate your team to achieve results?
• Do you have experience in the claims process

Experience:

• Transportation and Logstics: 5 years (required)
• Leadership: 2 years (required)

Work Location: In person