Customer Service Manager

About Us

Matson has been the leading ocean shipping and logistics provider throughout the Pacific since 1882. We are the supply chain lifeline for Hawaii, Alaska, Guam, and islands of the South Pacific. We also offer the top two ocean shipping services in the world's largest trade lane - Asia to the U.S. West Coast. With our subsidiaries Matson Terminals and Matson Logistics, our business focus is exceeding customer expectations with quality, reliability, and integrity.

We strive to operate in an environmentally sustainable manner and promote land-based environmental programs in Hawaii, Guam, and Alaska. We help improve the communities in which we work and live through our community giving program that annually supports hundreds of local organizations.

Matson is honored to be certified as a Great Place to Work. Our team of dedicated and talented employees consistently deliver exceptional results for our customers and the communities in which we serve.

Learn more at matson.com.

About the Role

The Customer Service Manager position plans, organizes, directs, and controls functions in schedules, and training for the Anchorage operation. The manager will monitor transactions such as booking, detention, rate quotes, freight corrections and billing. Provide timely and accurate information to other departments and support the Alaska trade lane by facilitating resolution to customer concerns, billing, and other various activities.

What you'll do:

• Interview, hire, and train employees. Plan, assign, and direct work. Appraise performance, reward, and discipline of employees. Address complaints and resolve problems.
• Coordinate daily and weekly scheduling and training of the office bargaining unit.
• Maintain a high level of customer satisfaction by ensuring personnel provide professional and accurate services.
• Ensure standard operational procedures (SOPs) for each desk is accurate and updated with policy and procedural changes.
• Coordinate and direct various activities within departments to ensure consistent responses to customers' needs and provide appropriate information flow to operations and sales teams.
• Manage files and file retention policies.
• Meet with and resolve customer and IBT issues in a timely manner.
• Maintain an effective relationship with all customers and operations by ensuring accurate bookings to avoid customer service failures.
• Conduct root-cause analysis on service failures to prevent future errors and update SOPs to reflect changes.
• Manage difficult or emotional customer situations. Respond promptly to customer needs. Respond to requests for service and assistance.
• Approve expenditures, sign checks, monitor staffing and workload based on approved vacation, sick leave, or accrual usage per applicable CBA.
• Budget planning, capital forecasting, and preparing corporate expenditure requests (CERs) as needed.
• Manage and track all service contracts for Alaska.
• Regularly audit ocean freight bills and approve other miscellaneous invoices, including detention and demurrage.
• Review daily cash deposits and oversee the team responsible for collecting all funds.
• Collaborate with Human Resources for all local hiring including employment and background verification.
• Ensure all federal and state requirements are met for documentation and postings.
• Plan, participate, and coordinate all Anchorage terminal events.
• Conduct other projects and duties as assigned.

You have these skills:

• Customer Focus - Ability to gain insight and identify opportunities to benefit internal customers, external customers, and the company.
• Effective Communication - Ability to communicate in a variety of settings, including one-on-one, small, and large groups, or among a diverse group of customers or positions levels.
• Collaboration - Ability to work with others across the organization and outside of the organization to achieve a shared objective.
• Financial Acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

And these qualifications:

• Bachelor's degree or equivalent experience.
• Ability to work extended hours to meet departmental goals.
• Focus on solving conflict, maintain confidentiality, listen to others without interrupting, and keep emotions under control.
• Three to five years' office management and customer service experience.
• In-depth knowledge and understanding of the transportation industry is highly desired.
• Must approach all aspects of work with a high degree of integrity and confidentiality.
• Ability to evaluate situations and take initiative on issues as needed. Adapt and work effectively within a variety of situations, individuals, and groups while promoting teamwork and cooperation.

Physical Requirements:

• Able to sit in front of a computer for at least two hours at a time.
• Able to learn and retain information of new software programs as needed in the position.
• Able to multi-task, such as speaking, listening, typing, and searching for information within an application.
• Able to stand, bend, walk, kneel, reach, push, pull, talk, and hear.
• Active listening skills to understand the customer and employee needs.
• Able to speak to provide director and/or information as required by the role.
• Able to lift 20 lbs. on occasion.

At Matson, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome people who think rigorously and thoughtfully challenge assumptions.

#MI

Matson is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, AIDS/HIV status, gender identity, gender expression, veteran status, genetic information, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including, but not limited to, the San Francisco and Los Angeles Fair Chance Ordinances.
View our applicant privacy statement: https://www.matson.com/media/Applicant_Privacy_Statement.pdf.