Customer Care & Logistics Manager
About The Position
The Customer Care & Logistics Manager is responsible for managing and overseeing the daily operations of the Customer Care team. This role focuses on people management, workflow oversight, service quality, and cross-functional coordination to ensure customer requests are handled accurately and efficiently. The Customer Care & Logistics Manager leads team members who support work order processing, scheduling coordination, customer communication, and post-service follow-up. This position requires demonstrated experience in customer service management, operational coordination, and team leadership within a structured, fast-paced environment. The role balances supervisory responsibilities with process oversight and performance management, ensuring policies, procedures, and service standards are consistently followed while supporting employee development and operational alignment.
Requirements
- Must have 5+ years of management or supervisory experience, preferably in a customer service or operations/logistics environment.
- Must
- Proven ability to lead teams, manage priorities, and deliver results in a remote setting.
- Strong interpersonal and communication skills with the ability to build trust and motivate others.
- Experience with Salesforce, scheduling systems, or similar customer care platforms preferred.
- Exceptional organizational skills and attention to detail.
- Demonstrated ability to think critically, problem-solve, and adapt in a dynamic environment.
- Ability to effectively work remotely in a quiet, private home office.
- All required equipment provided by Meridian.
Responsibilities
- Lead, mentor, and coach Customer Care Representatives (CCRs) and CCR Leads to achieve departmental goals.
- Conduct one-on-one coaching sessions and provide structured feedback to improve performance and engagement.
- Partner with the Training Department to enhance onboarding, process documentation, and continuing education.
- Oversee work order (WO) setup and handoff to ensure accuracy in Salesforce.
- Manage technician scheduling, confirm availability, and coordinate preservice calls.
- Arrange and monitor travel within budget and profitability guidelines.
- Review job completion documentation, surveys, and notes for quality assurance.
- Conduct follow-up and CSAT (Customer Satisfaction) calls; escalate issues when necessary.
- Verify all job documentation prior to financial transition.
- Foster a culture of accountability, positivity, and teamwork that aligns with Meridian’s Core Values.
Benefits
- Health, Dental, Vision, and Accident Insurance
- Life, Short-Term, and Long-Term Disability Insurance
- 401(k) Plan with Company Match
- Paid Vacation Plan
- Opportunities for growth and professional development
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
