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.

Position Responsibilities:

· Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality.

· 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.

Requirements

· 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)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development