Customer Service Manager

Job Position:

Customer Service Manager

Category:

Support

Status:

Opened

PREMIUM SERVICE INC

is looking for a Customer Service Manager to join our team. The Manager leads the BPO customer service team and owns the quality of every shipment experience after booking. You will manage the team, set service standards, handle escalations, and make sure customers and carriers get fast, accurate, and professional communication.
Key Responsibilities
Lead, train, and coach the Carrier Customer Service Support team, including scheduling and performance reviews
Set and enforce tracking, check call, and customer update standards for every active load
Handle escalated service issues such as missed appointments, late deliveries, damages, and claims
Communicate directly with key customers and shippers when service problems occur
Oversee paperwork collection and billing readiness so loads close and carriers are paid on time
Partner with the Carrier Sales Manager to address carrier performance issue
Track and report service metrics daily and weekly to US leadership
Recommend process improvements and keep customer service SOPs up to date
Required Qualifications
Three or more years of experience in logistics customer service or freight operations
One or more years leading or supervising a team
Excellent spoken and written English and strong customer communication skills
Strong problem solving skills and sound judgment during service failures
Comfortable with a TMS, tracking tools, and spreadsheet reporting
Preferred Qualifications
US freight brokerage experience, especially flatbed, steel, lumber, or reefer
Experience with MacroPoint, Rose Rocket, or HubSpot
Experience working remotely with a US based team across time zones
How Success Is Measured
On time pickup and delivery percentage
Customer satisfaction and retention
Load closeout and billing cycle time
Team productivity, accuracy, and retention
Tools You Will Use
Rose Rocket (TMS), Highway (carrier vetting), MacroPoint (load tracking), HubSpot (CRM), DAT and Truckstop load boards, email, phone, and Microsoft Office or Google Workspace.
WHAT WE OFFER
Excellent Growth and Advancement Opportunities
Positive International Work
Additional Private Health Insurance
Competitive Pay Range: Your pay will be determined by your skill level and experience, ensuring that your hard work and dedication are rewarded
Apply Now

Qualified candidates, please send your resume to: hr@premiumserviceinc.mk

Only selected candidates will be contacted.

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At Premium Service Inc, we work collaboratively to provide outstanding services such as human workforce solutions including dispatch, trucking, payroll services.

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Main Office

bul. Kliment Ohridski bb, 2400 Strumica, N.Macedonia

biljanat@premiumserviceinc.mk
+ 389 75 299 900

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Office Radovish

Sveti Spaso Radovishki 164,
2420 Radovish,
N.Macedonia 

biljanat@premiumserviceinc.mk
+ 389 75 299 900

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