Key Responsibilities

• Lead, coach, and develop a team of 6 (Customer Service Representatives and Account Managers)
• Serve as the primary escalation point for customer concerns and service-related issues
• Ensure consistent, high-quality communication with clients regarding shipments, inventory, and order fulfillment
• Oversee daily customer service operations within a 3PL and freight forwarding environment
• Collaborate closely with warehouse, operations, and transportation teams to ensure service excellence
• Monitor KPIs related to customer satisfaction, order accuracy, and response times
• Implement process improvements to increase efficiency and enhance the customer experience
• Maintain accurate documentation and reporting within internal systems
• Ensure compliance with company standards and logistics best practices
• 5+ years of logistics experience required (3PL and freight forwarding experience mandatory)
• 2+ years of leadership experience managing customer service teams
• Strong understanding of warehouse and office operations within a supply chain environment
• Experience with CargoWise required; Deposco WMS experience is a plus
• Exceptional communication and interpersonal skills
• Highly organized, detail-oriented, and proactive in problem-solving
• Ability to manage multiple priorities in a fast-paced environment

About the Company: A globally established freight forwarding and logistics organization with a strong presence across North America, Europe, and Asia. With decades of experience in international transportation, they specialize in air freight, ocean freight, customs brokerage, and integrated 3PL warehouse solutions.

About Caliber: Caliber is a recruiting company that specializes in freight forwarding and logistics. Our vision is to become one of the nation’s top niches recruiting agencies known for our industry expertise and high-quality talent network. Not only will we strive to be diligent in our profession, but use the same level of commitment to be servant leaders within our community.

Please submit your resume for consideration.