Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for overseeing the Customer Service department, leading a team to grow load count while ensuring the company delivers the highest level of customer service possible to strengthen and enhance the growth and stability of our company. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives, and serving as liaison between the customer and our organization.

Job duties and responsibilities of the Customer Service Manager include:

• Lead load volume growth by developing CSR team to have a "book the load" and 100% communication mentality.
• Shepherd new business into production by creating buy-in with Operations stakeholders.
• Develop CSR team to create customer relationships, capture awarded load volume, and offer pricing and capacity solutions to customers to achieve targets to increase overall load volume.
• Find and implement solutions to improve service and load coverage of booked loads via Assets or WSL and know when to escalate loads to get them covered.
• Coordinate and execute the customer business transition from sales team to customer service team.
• Drive service and relationship accountability through production teams.
• Take ownership of customer satisfaction issues and follow up with problems to resolution.
• Recognize and track high-priority loads and lanes – escalate delays or problem areas as needed.
• Build and maintain 1-level-up relationships with customers.
• Mentor and develop customer service reps in an environment where they can excel.
• Research industry developments and recommend best practices for areas of improvement.
• Analyze data and reports to identify network trends and improvement and efficiency opportunities.
• Attention to monthly company goals and drive team performance to achieve.
• Hold employees accountable while maintaining positive and motivated team culture.
• Create action plans to address service failure trends.

Education and experience requirements of the Customer Service Manager include:

• Four-year college degree from an accredited institution, or equivalent preferred, but degree is not required.
• 1-3 years of experience supervising a customer service department.
• Trucking industry experience a plus.
• Customer Service environment experience preferred.
• Excellent customer service skills.
• Strong sales and negotiation skills.
• Excellent time management and organizational skills.
• Hard worker with a drive for results who can persevere in the face of resistance or setbacks.
• Strong work ethic and sense of integrity; trustworthy.
• Excellent verbal communication skills.
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint).
• Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.