Customer Service Manager

Customer Service Manager

Location: Waterloo, IA Compensation: $55,000–$70,000 annually + performance-based incentive bonus up to $40,000 annually Employment Type: Direct Hire | Full-Time | Onsite Benefits: Full Benefits Relocation Assistance: Not Available

Position Overview

We are seeking a Customer Service Manager to lead a small customer service team in Waterloo, Iowa. This is an excellent opportunity for an early-career manager who enjoys developing employees, building strong customer relationships, solving problems, and driving team performance.

The Customer Service Manager will oversee a team of 4 Customer Service Representatives and 1 Loader/Planner. This position is responsible for developing the team, maintaining a high level of customer service, resolving service issues, supporting load volume growth, and ensuring effective communication between customers and internal operations.

Candidates with 1–3 years of supervisory or management experience from a variety of industries will be considered. Experience in a customer service environment is strongly preferred, while trucking, transportation, or logistics experience is a plus.

Preferred: Currently located within commuting distance of Waterloo, IA, or currently located in Iowa and willing to relocate to the Waterloo area.

Responsibilities

• Lead, coach, mentor, and develop a team of Customer Service Representatives and a Loader/Planner.
• Promote a customer-focused environment centered on communication, responsiveness, and service.
• Develop the customer service team to capture awarded load volume and support overall load growth.
• Build and maintain strong relationships with customers and take ownership of customer satisfaction.
• Resolve customer service issues and follow problems through to resolution.
• Recognize high-priority loads and lanes and escalate delays or coverage problems when necessary.
• Work with internal operations teams to improve service and load coverage.
• Coordinate the transition of new customer business from the sales team into customer service and operations.
• Develop the team to provide customers with appropriate pricing and capacity solutions.
• Drive service and relationship accountability across internal teams.
• Monitor monthly company and department goals and drive team performance toward established targets.
• Analyze reports and operational data to identify trends, service issues, and opportunities for improvement.
• Develop action plans to address recurring service failures.
• Hold employees accountable while maintaining a positive, motivated, and results-oriented team culture.
• Research industry developments and recommend customer service and operational best practices.

Qualifications

• 1–3 years of supervisory or management experience.
• Previous experience working in a customer service environment strongly preferred.
• Demonstrated ability to lead, coach, and develop employees.
• Strong customer service and relationship-building skills.
• Strong problem-solving skills with the ability to take ownership of issues through resolution.
• Ability to manage priorities and perform effectively in a fast-paced environment.
• Strong sales and negotiation skills.
• Results-oriented with the ability to work through challenges and setbacks.
• Excellent verbal communication, time management, and organizational skills.
• Strong work ethic, integrity, and accountability.
• Proficiency with Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
• Trucking, transportation, or logistics industry experience is a plus.
• Bachelor's degree is preferred but not required.

Compensation

This position offers a $55,000–$70,000 annual base salary, plus a performance-based incentive bonus of up to $40,000 annually with monthly bonus payouts, along with full benefits.

This is a full-time, onsite position in Waterloo, Iowa. Local candidates are preferred.