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.