Full job description

Customer Service Manager

Location: Mississauga, Ontario

Company: Galaxy Freightline Inc.

About Galaxy Freightline Inc.

Galaxy Freightline Inc. is a growing transportation and logistics company committed to providing reliable, customer-focused freight solutions across Canada and beyond. Through our asset-based fleet, experienced operations team, and dedicated customer service approach, we deliver dependable transportation solutions while building strong, long-term partnerships with our customers.

We are seeking a Customer Service Manager to lead our Customer Service team and help drive a consistent, professional, and customer-focused experience across our organization.

Position Overview

The Customer Service Manager is responsible for leading and developing the Customer Service team while ensuring Galaxy Freightline delivers exceptional service to our customers. This role oversees Customer Service Representatives, establishes service standards, manages customer escalations, and works closely with Operations to ensure customer expectations are understood and met.

This position will have direct responsibility for the customer service experience of Galaxy Freightline’s in-house customers, ensuring their needs are proactively managed and that communication remains timely, professional, and solution-focused.

The ideal candidate is a strong communicator, relationship builder, and leader who understands the transportation industry and can effectively bridge the gap between customers and operations.

Key Responsibilities

Customer Service Team Leadership

• Lead, coach, and support Customer Service Representatives to achieve high service standards.
• Provide direction, training, and ongoing feedback to the Customer Service team.
• Establish processes and expectations that promote accountability, responsiveness, and customer satisfaction.
• Monitor team performance and identify opportunities for improvement.
• Customer Relationship Management
• Serve as a senior point of contact for customer concerns, escalations, and service-related issues.
• Build strong relationships with customers through proactive communication and effective problem-solving.
• Ensure customer requests, concerns, and expectations are addressed promptly and professionally.
• Identify trends and recurring issues and work with internal teams to develop solutions.

Operations Collaboration

• Work closely with the Operations Manager to ensure customer commitments are understood and supported.
• Communicate customer expectations, priorities, and concerns to the Operations team.
• Assist in resolving service challenges by coordinating communication between customers and operations.
• Support continuous improvement initiatives to enhance service reliability and customer experience.

Claims Communication Oversight

• Monitor customer claims to ensure customers receive timely updates and appropriate communication.
• Act as a communication liaison between customers, Claims, Operations, and internal teams.
• Ensure customer concerns are acknowledged and that customers understand claim status and next steps.
• Escalate communication concerns or delays to the appropriate internal teams.
•