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Customer Service Manager – Sonwil Logistics
High-Speed Environment • High Impact • Critical Decision-Making
About the Role
If you thrive in a fast-paced, high-pressure environment where every minute counts, this role is for you.
As the Customer Service Manager in our freight brokerage, you’ll be the driving force behind exceptional service delivery for our shipping partners. You’ll lead a team responsible for rapid problem solving, real‑time communication, and keeping freight moving no matter what challenges the day brings.
This role demands urgency, precision, strong leadership, and the ability to navigate constant change. In return, you’ll have the opportunity to make a visible impact every single day while growing your career in one of the most dynamic sectors of logistics.
What You’ll Do
- Lead, mentor, and coach a high-performing Customer Service and Order Entry team to resolve issues quickly and accurately in a fast‑moving freight environment
- Build and grow strong customer relationships while serving as the escalation point for time-critical challenges
- Oversee customer onboarding to ensure smooth transitions and seamless handoffs to operations
- Maintain organized, compliant, and up-to‑date customer account information
- Analyze KPIs, customer scorecards, and operational trends to identify risks and drive corrective actions
- Generate and evaluate performance reports to improve efficiency and service outcomes
- Set and reinforce high internal performance standards for responsiveness, accuracy, and customer experience
- Support RFQs, rate updates, pricing changes, and new business initiatives
- Drive continuous improvement efforts to increase speed, eliminate errors, and enhance workflow
- Develop, document, and maintain SOPs that support service excellence
- Monitor and improve team performance metrics through ongoing feedback and direction
What You Bring
- Bachelor’s degree or equivalent experience
- 3–5 years of supervisory or management experience in customer service; experience in freight brokerage or 3PL strongly preferred
- Ability to thrive under pressure and lead teams in a fast-paced, high-volume environment
- Outstanding communication, leadership, and problem-solving skills
- Strong organizational and analytical abilities with a results-focused mindset
- Comfort balancing strategic thinking with rapid execution
- High proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
Physical Requirements
This role is primarily administrative and requires the ability to sit, talk, and hear for extended periods; occasional standing, walking, bending, and lifting up to 5 pounds.
Why Join Us?
- You’ll be at the center of real-time decision making
- You’ll shape customer experience in a competitive industry
- You’ll grow with a company that values speed, accuracy, and teamwork
- You’ll lead a team where your ideas and actions directly impact performance
Ready to Lead in a Fast-Paced Freight Environment?
If you’re energized by urgency, motivated by problem-solving, and ready to grow your career in freight brokerage, apply with us today and take the next step in your logistics career!