Customer Service Manager

Job Summary:

The Customer Service Manager oversees all aspects of the Customer Service Department to ensure every customer receives exceptional, safe, and consistent service. This position manages Customer Service Agents, Leads, Auditors, and Records Clerks while fostering a positive, accountable, and high-performing team culture. The Manager is responsible for departmental efficiency, safety compliance, personnel development, and coordination with operational departments to maintain service excellence.

Compensation: $65,000k p/yr + Depending on Experience (DoE)
Schedule: M-F 8:00AM - 5:00PM Additional early morning, night, and weekend hours may be required by operational necessity.
Employment Type: Regular Full-Time
FLSA Status: Exempt

Essential Functions:

1. Maintain a professional, welcoming, and safe customer service environment. Ensure team members demonstrate professional appearance, communication, and customer interaction.
2. Address and resolve customer complaints, billing or rating discrepancies, and service concerns promptly. Identify recurring issues, implement corrective actions, and escalate when necessary.
3. Oversee rating accuracy, freight quotes, and billing processes to ensure profitability and compliance. Manage the airway bill audit process, including documentation integrity and staff retraining when needed. Supervise administrative personnel (Records Clerk & Auditor) to ensure timely and accurate completion of tasks.
4. Serve as a back up to all positions in the department.
5. Recruit, interview, hire, train, coach, and, when necessary, discipline or terminate departmental staff. Manage timesheets, conduct performance evaluations on schedule, and promote professional growth and engagement through continuous feedback and mentorship. Maintain adequate staffing levels to meet operational and seasonal demands.
6. Manage and coordinate customer claims, freight seizure process, agent pay administration and maintain clear communication across all stakeholders.
7. Ensure all operations comply with company policies, FAA, TSA, DOT, and OSHA regulations.
8. Maintain and annually audit the Customer Service Manual, departmental forms, and checklists. Recommend and implement process improvements or policy updates as necessary.
9. Work closely with Cargo, Line Facility Agents, Load Control, and Sales to ensure seamless communication and teamwork. Participate in management meetings and assist in implementing company-wide initiatives.
10. Track service metrics and customer satisfaction trends; develop strategies for improvement. Prepare and submit regular reports on department performance, staffing, and service quality.

This job description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by their supervisor.

Qualifications:

1. Valid Driver’s License is required.
2. Must be able to pass an Airport Background Criminal History Check.
3. Must be able to work effectively in a drug-free workplace and comply with company drug and alcohol policies.
4. Must be able available to work rotating shifts, weekends, holidays, and on-call schedules.
5. Proficient in computer literacy with experience in Microsoft Suite (Excel, PowerPoint, Word) is preferred.
6. Minimum two (2) years of leadership/management experience, preferably within aviation, logistics, or customers service.
7. Demonstrated ability to lead, coach, and develop customer-facing teams in high-volume, fast-paced environments, with a focus on employee performance and retention.
8. Strong interpersonal, organizational, communication, and conflict-resolution skills, with the ability to communicate effectively both verbally and in writing.
9. Working knowledge of billing, rating, cash reconciliation, and related financial processes.
10. Demonstrated ability to exercise discretion and appropriately handle sensitive and confidential information.

Benefits Packet Includes:

• Group Medical/Vision/Dental/Life Insurance Coverage
• 401k Retirement Match Savings Plan
• Paid Holidays
• Floating Holiday
• Paid Time Off
• Jury Duty Pay
• Employee Discounts
• Employee Assistance Program

Equal Employment Opportunity:

Everts Air is a drug- and alcohol-free workplace committed to equal employment opportunities, fair and transparent pay practices, and an inclusive environment for all employees and applicants. Due to the nature of our operations, some roles may require background checks and compliance with federal aviation security standards.