Customer Service Manager

Lathrop, CA

Full Time

Manager/Supervisor

We are seeking an experienced Customer Service Manager to lead our customer service and collections teams at our Lathrop, CA location. This role is critical to delivering exceptional customer experience while driving operational efficiency and improving cash flow performance.

You’ll oversee a team of customer service and collections professionals supporting container/logistics operations, ensuring timely issue resolution, strong customer relationships, and effective accounts receivable management.

What You’ll Do

Lead, coach, and develop a team of customer service representatives and collections agents
Oversee daily operations including order management, service requests, and customer issue resolution
Manage collections processes and reduce aged receivables (DSO)
Act as escalation point for complex customer and billing issues
Monitor KPIs (CSAT, response time, collections performance, team productivity)
Partner cross-functionally with operations, logistics, finance, and sales teams
Identify and implement process improvements to enhance efficiency and customer satisfaction
Ensure accurate reporting, documentation, and compliance with company policies

What We’re Looking For

5+ years of customer service experience, with 2+ years in a leadership role
Experience managing collections / accounts receivable strongly preferred
Background in logistics, container, transportation, or industrial services is a plus
Proven ability to lead teams, drive performance, and improve processes
Strong communication, problem-solving, and conflict resolution skills
Experience with CRM and ERP systems
Ability to thrive in a fast-paced, operations-driven environment

Why Join Us?

Be a key leader in a fast-growing logistics/container operation
Make a direct impact on customer experience and financial performance
Work with a collaborative, results-driven team
Opportunity to build and shape high-performing teams

Benefits:

Health, vision and dental insurance
Paid time off
Paid company holidays
Paid sick leave

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Tell me about a time you inherited an underperforming customer service or collections team. What specific actions did you take, and what were the measurable results?*

How have you improved collections performance or reduced aging (DSO) in your previous role? Walk me through your approach.*

Describe a high-pressure customer issue involving operations (e.g., delayed shipment, billing dispute). How did you resolve it, and what did you change to prevent it from happening again?*

Give an example of a process you improved in customer service or collections. What was the problem, what did you change, and what impact did it have?*

This role requires working closely with operations, finance, and sales. Tell me about a time you had to influence another department to resolve a recurring issue.*

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Customer Service Manager

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