ISO Customer Service Manager

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Position Summary   The Customer Service Manager at ISO Depot is responsible for overseeing the customer service team, ensuring exceptional service delivery, and driving customer satisfaction across all client interactions. This role plays a critical part in maintaining strong client relationships, supporting ISO compliance service delivery, and continually improving the customer experience .   Duties and   Responsibilities:  Customer Experience Excellence   Ensure timely and professional handling of customer inquiries, issues, and service requests   Maintain high levels of customer satisfaction (CSAT) and retention   Monitor service quality and implement improvements based on feedback and trends   Handle escalated customer issues and provide resolution   Other duties as assigned   Operational Management   Develop and optimize customer service processes, workflows, and SOPs   Monitor daily operations, including ticket queues, response times, and resolution rates   Collaborate with cross-functional teams (Sales, Operations, Quality/Compliance) to ensure seamless service delivery   Implement tools and systems to improve efficiency (CRM, ticketing platforms)   Client Relationship Management   Build and maintain strong relationships with key clients   Support onboarding of new customers and ensure smooth service implementation   Act as a liaison between clients and internal teams for service-related matters   Reporting & Continuous Improvement   Track and analyze customer service metrics and KPIs   Prepare regular reports for leadership on performance, trends, and opportunities   Identify process gaps and lead continuous improvement initiatives   Ensure compliance with ISO standards and company quality policies   Job Requirements   Education and Experience:   Bachelor’s degree in Business , Communications, or related field preferred   5+ years of customer service experience, with at least 2 years in a leadership role   Experience in ISO, compliance, certification, or service-based industries is a plus   Preferred   Qualifications  3–5 years of experience in customer service or logistics, preferably in tank container or depot operations.   Strong knowledge of intermodal tank container services and depot processes.   Experience with depot management systems (e.g., Tank Container ERP, depot tracking tools).   Excellent communication, problem-solving, and organizational skills.     Essential   Qualifications:          Industry knowledge (tank container handling, cleaning, testing, and repair)   Excellent communication and interpersonal abilities   Problem-solving and conflict resolution expertise   Highly organized with strong attention to detail   Customer-centric mindset with a commitment to service excellence   Proficiency in CRM and customer support tools   Ability to analyze data and leverage insights for improvement   Computer Skills:  Proficiency in customer relationship management (CRM) systems (e.g., Salesforce,   Depot Software, TMW as needed )   Experience with customer support/ticketing platforms (e.g., Zendesk,   Freshdesk, ServiceNow)   Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)   Ability to analyze and interpret data using spreadsheets and reporting dashboards   Familiarity with quality management or compliance systems is preferred   Experience using collaboration tools (e.g., Microsoft Teams,   Slack , Zoom)   Ability to quickly learn and adapt to new software, systems, and technologies   Language   Skills:  Ability to read, write and speak English proficiently.   Physical   Demands:  Primarily sedentary work involving prolonged periods of sitting at a desk and working on a computer   Frequent use of hands and fingers for typing, phone handling, and operating office equipment   Occasional standing, walking, or moving between office areas   Ability to communicate effectively via phone, video, and in-person meetings   May occasionally lift and/or move office materials up to 15–20 pounds   Visual acuity required for reading electronic documents, analyzing data, and reviewing reports   Occasional   travel to corporate office and other locations   Ability to operate in a constant state of alertness and safe manner.     Work   Enviroment :    Office job, may go outside from time to time but rare   Onsite    Benefits: Medical, Dental and Vision Insurance Generous Vacation Time Company Paid Holidays Company 401(k) and Roth with Employer Matching Contributions Short and Long-Term Disability Insurance At Heniff, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Heniff treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes and general treatment during employment, including on the basis of actual or perceived race, creed, color, religion, sex, age, sexual orientation, gender identity and/or expression, alienage or national origin, ancestry, citizenship status, marital status, veteran status, or disability.