About The Job:Hire, lead, Train and Motivate a customer-focused account managers team (Customer Service Team). Focusing on improving customer satisfaction, retaining clients and attracting new ones. Identify mechanisms to do so, and solutions to address any issues impacting existing clients.Key Responsibilities Include:Hire and manage a customer support team of 10 to 15.Train and develop new team in needed skills, ranging from soft skills , negotiation , handling and time management to reporting and communication skills.Train team in how to effectively deal with customer complaints.People Management: Coach, motivate, recognize and take action if needed with account managers to ensure the delivery of the best customer experience.Monitor daily, weekly and monthly staff performance, implementing a reward system for high achievers.Conduct one on one and monthly meetings with account managers to ensure that all KPIs are communicated and achieved.Identifying and eliminating barriers to accuracy, productivity, and quality.Develop the account managers performance and set action plans and time management to improve performance if needed.Conduct needed brief to account managers on any new process, products, services, updates or promotions.Create a template of weekly / monthly reports to be delivered to clients, showing weekly work , progress and the added value of our services.Communicate with courier partners to finesse our workflows and tackle issues as they arise.   

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