Manager of Customer Service

EXSIF Worldwide, Inc.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

EXSIF - A Marmon l Berkshire Hathaway Company

Work with one of the world’s largest and most trusted ISO tank leasing companies for tank container solutions. EXSIF provides reliable and sustainable equipment combined with best-in-class services that enable the global movement of products essential to everyday life. Leverage our 20+ years of experience and expertise serving the tank container industry.

Title: Manager of Customer Service and Collections

Location: 10777 Northwest Fwy Suite 400, Houston, TX 77092

Job Summary

The Manager of Customer Service based in Houston, TX, will lead the activities of the customer service and collections team to maintain and enhance customer relationships and meet organizational and operational objectives. They are responsible for overall effectiveness through continuous improvement and innovation. The successful candidate will be detail oriented, system savvy and possess a strong desire to learn. This role will also oversee the general management of the office. Hybrid position in the office 3 days a week.

Key Responsibilities

Customer Service and Collections Management: 

• Organize and manage the customer service team to handle incoming inquiries from external and internal customers.
• Identify opportunities to deliver more comprehensive service offerings to customers.
• Oversee the contracts process and ensure timely response to customers working with the contracts team.
• Manage internal credit reviews and coordinate approvals with relevant stakeholders.

Team Leadership and Development:

• Manage, coach, and develop customer service and collections employees.
• Define roles and responsibilities within the team to enhance customer relationships and support the sales team.
• Set and manage annual objectives and performance of the team.

Process Improvement:

• Review operational processes related to customer service and collections while identifying opportunities for improvements.
• Coordinate and manage customer service projects and initiatives.
• Collaborate with cross-functional teams, including marketing, finance and IT for process improvement initiatives. 

Key Performance Indicators (KPIs):

• Manage KPIs for both service and collections.
• Build requirements for key KPIs for dashboards and reports (Power BI).

Office Management:

• Liaison with building management for security access, holidays, closings etc.
• General office communications holidays, weather tracking and WFH decisions
• Manage local office contacts/contracts for vendors (FedEx, Att&T)
• P-Card/Invoice processing for vendors
• Coordinate office events

Coordination Support for Trade Show Events:  

• Merchandise ordering.
• Shipping and tracking materials for shows.

Qualifications

• 10+ years of experience in Supply Chain and Logistic industries
• Bachelor's degree
• MBA – Operations Management
• Experience managing teams 
• Excellent verbal and written communication skills, including solid working relationships with customers and partners
• Strong organizational skills with a strong attention to detail and ability to multitask
• Strong interpersonal skills
• Process-oriented with a passion for developing best practices
• Solid computer skills, including Word, PowerPoint and Excel

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.