Manager, Customer/Client Services

Customer Service Manager
Alaska: Anchorage, Fairbanks, or Soldotna,
Fife, Washington

About Odyssey Logistics
Odyssey Logistics is a global logistics and supply chain partner helping businesses optimize performance through fully integrated, end-to-end solutions. We connect transportation, technology, and expertise across a broad network of services, including 3PL and 4PL managed services, multimodal and intermodal transport, warehousing, trucking, Jones Act Ocean, and customs brokerage.
Today, Odyssey supports more than 6,000 customers globally, delivering scalable, data-driven solutions across complex supply chains. Our work is complex, fast-moving, and highly collaborative, and we value individuals who take ownership, challenge the status quo, and turn insight into action.
The Role

Work Model: Onsite

Pay: $97,500–$110,000 annually, plus bonus eligibility

Schedule: Full-time; Mon - Fri, Regular business hours

Supervisory Responsibilities: Yes – approximately 8 associates across multiple locations in Alaska and Fife, WA

Travel: Travel to Alaska locations, and Fife, WA as needed, to support team development, training, process standardization, and operational initiatives

Summary / Primary Role
The Customer Service Manager is responsible for leading and developing a team of approximately 8 customer service associates across multiple locations in Alaska and Fife, Washington. This role provides leadership and oversight across all assigned locations, ensuring consistent service standards, operational efficiency, and an exceptional customer experience.
The manager will oversee customer onboarding, account success, employee development, and key performance indicators while driving process improvements across locations. This position requires strong cross-functional collaboration with customer service, dispatch, terminal leadership, and other operational teams to resolve issues, standardize processes, and enhance overall service delivery.
What You'll Do
Customer Service & Customer Success

Oversee customer accounts from a Customer Success Management perspective across assigned Alaska and Fife, WA operations.

Ensure consistent customer service standards, responsiveness, and service commitments across all locations.

Conduct bi-weekly customer satisfaction and health-check feedback sessions.

Monitor customer concerns and proactively identify opportunities to improve service delivery and strengthen customer relationships.

Serve as a key liaison between customer service, dispatch, terminal leadership, and other internal stakeholders.

New Customer Onboarding

Serve as the primary point of contact for new customer onboarding activities across assigned locations.

Develop a strong understanding of the company's business portfolio, customer requirements, and operational workflows.

Train and guide team members on customer expectations, account requirements, processes, and service standards.

Ensure new customer accounts are transitioned smoothly into ongoing operations.

Multi-Location Team Leadership & Development

Lead, supervise, and develop approximately 8 associates across multiple Alaska locations and Fife, Washington.

Provide consistent leadership, coaching, performance management, and employee development across geographically dispersed teams.

Coordinate staffing, workloads, and priorities to ensure timely and accurate execution of customer orders and service commitments.

Establish consistent service expectations, accountability, and performance standards across all locations.

Foster a safe, supportive, and collaborative work environment.

Empower employees to resolve customer issues promptly and professionally.

Address performance concerns and provide ongoing feedback, coaching, and development.

Operational Excellence & Process Improvement

Partner with terminal leadership and cross-functional teams to align customer service operations across all assigned locations.

Standardize workflows, procedures, and service expectations to ensure consistency and efficiency.

Implement LEAN practices and quality management systems to promote continuous improvement.

Identify opportunities to improve processes, reduce errors, and enhance the customer experience.

Maintain accurate and current process documentation and standard operating procedures (SOPs).

Identify operational risks and recommend corrective actions to improve service delivery.

Performance & KPI Management

Monitor and evaluate customer service performance across all assigned locations.

Track and analyze key performance indicators, including:

Customer Satisfaction and Health-Check Feedback

Forecast Accuracy vs. Actual Volume

Response Time to Escalations

Adherence to Internal Standard Operating Procedures (SOPs)

Identify performance trends, service gaps, and opportunities for improvement across locations.

Provide regular updates to terminal leadership on operational performance, customer concerns, and corrective action plans.

Develop and implement initiatives to improve service quality, productivity, and overall customer satisfaction.

Perform other duties and projects as assigned.

What You Bring

3–5 years of management or supervisory experience, preferably overseeing customer service teams across multiple locations.

Approximately 3.5+ years of experience in logistics, transportation, supply chain, or a related industry.

Bachelor's degree in Business, Industrial Management, or a related field preferred; equivalent experience considered.

Strong knowledge of warehouse, transportation, and supply chain operations.

Experience managing geographically dispersed teams and maintaining consistent operational standards preferred.

Proficiency with TruckMate and other enterprise resource planning (ERP) platforms.

Advanced Microsoft Office skills, particularly Excel, including pivot tables, formulas, and data analysis.

Strong understanding of financial, business, and strategic management.

Experience in customer success, customer service operations, and account management.

Demonstrated ability to lead, coach, and develop teams.

Strong analytical, quantitative, and problem-solving skills.

Excellent written and verbal communication skills.

Strong conflict resolution and interpersonal skills.

Ability to manage competing priorities and collaborate effectively across locations.

Strong professionalism, accountability, reliability, and attention to detail.

Commitment to safety, security, and operational excellence.

Travel Requirements
Travel to assigned Alaska locations and Fife, Washington may be required to provide onsite leadership, support employee training and development, standardize operational processes, and address customer service and operational challenges.
Physical Demands & Work Environment
The physical demands described are representative of those required to successfully perform the essential functions of the position.
This is not a safety-sensitive position.
Benefits
Odyssey offers a comprehensive and competitive compensation and benefits package, including:

Medical plans with FSA and HSA options

Dental insurance

Vision insurance

Company-paid life and disability insurance

401(k) plan with company match

Paid Time Off (PTO) and company holidays

Employee Assistance Program

Company Health & Wellness Program

Discounts with preferred vendors