Gulf Winds International, Inc. was founded in April 1996. The idea was to develop a full-service, third-party logistics company that would focus on warehousing, container drayage, and truckload solutions.

Today Gulf Winds is the leading intermodal drayage and warehousing provider in the Gulf region with over 750 trucks and operating over 1.2 million square feet of Port Houston warehouse space. By any measurement standard, Gulf Winds is a remarkable success story. In just a few years, the company has grown from only four employees with one account to over 250 employees with strategic locations in Houston, Dallas, Fort Worth, Mobile, and Memphis.

Purpose of Position
The purpose of this position is to lead a customer service team in meeting objectives that align with company goals to provide a World Class customer experience for all GWI customers. The Customer Service Manager oversees the daily operations of a customer service team and supports each
employee’s professional development.

Essential Duties and Responsibilities includes the following:

Primary Job Responsibilities:
Other duties may be assigned as deemed appropriate by management.

• Manage customer service staff, communicate job expectations, and perform performance plans

• Coach, train, and motive staff to deliver a high-quality customer service experience while

• Meet regularly with team members to improve/monitor engagement and assess for professional

• Assist team members in complex problem resolution as needed
• Manage team timecard approvals, time off requests, and develop coverage plan that maintains

• Monitor team dashboards to minimize additional costs, maximize profit, and identify process

• Perform regular team data audits of system to ensure accuracy, identify training needs, and

• Establish and maintain rapport with customers to identify and address pain points and

• Participate in customer onboarding for key and contract accounts
• Respond to customer feedback and ensure customer satisfaction and retention.
• Review internal systems and processes to ensure KPI are met for all Key and Contract accounts
• Coordinate with other departments and share information with the customer service team to

• Review margins to maximize profitability and reduce billing errors
• Manage and document team additional costs
• Develop and maintain reports as needed for daily operations

Minimum Qualifications:

• Demonstrated ability to perform duties of a Logistics Coordinator at an exemplary level
• Bachelor’s degree or equivalent experience
• Prior management experience is a plus, but not required