Customer Service Manager

Physical location: FFE ND Lancaster TX, 3400 Stonewell Drive, Lancaster, TX 75134-1548, USA You will own team performance, service execution, and consistency across order entry, communication, and issue resolution. This is a hands‑on leadership role requiring strong people leadership, sound judgment, and the ability to operate with urgency. This is not a purely administrative role. You will be actively involved in daily operations, guiding the team, solving problems, and helping bring structure and consistency to a fast‑moving environment where priorities can shift quickly. What You’ll Own Team Leadership and Development Lead, coach, and develop team leads and representatives Set clear expectations and hold the team accountable to performance and behavior standards Provide real‑time coaching, feedback, and direction throughout the day Reinforce consistency in how work is completed across the team Step in when needed to support, guide, or redirect Customer Experience and Communication Participate in customer calls to guide conversations, resolve issues, and represent the team Reinforce customer experience standards through daily execution and team coaching Ensure communication is clear, proactive, and solutions‑focused across all interactions Identify recurring customer issues and trends, and elevate insights to improve the overall experience Act as an escalation point for service‑related challenges Daily Operations Execution Oversee order entry, shipment setup, tracking, and updates Ensure accuracy of order input across the team Maintain flow and prioritization across high‑volume intake channels including inbox and ticketing Drive structure and discipline across intake channels to improve consistency and response times Identify inefficiencies in daily workflows and implement improvements to increase speed, accuracy, and consistency Drive adoption and improvement of case management and ticketing processes Cross‑Functional Partnership Work directly with Planning, Terminal Operations, and Sales to align on service execution Partner to improve service outcomes through better coordination and follow‑through Ensure clear communication across teams on customer‑impacting issues Identify gaps in execution and drive alignment to improve consistency Workforce Planning and Productivity Manage staffing levels, scheduling, and daily coverage Balance workload across the team to maintain service levels Monitor attendance, overtime, and productivity Adjust in real time based on volume and demand Performance Management Own KPIs, including service, response time, backlog, productivity, and order accuracy Use data to identify gaps and drive improvement Lead root cause discussions and reinforce accountability Ensure consistency in performance expectations across the team Required Experience 5 or more years of leadership experience in customer service, logistics, or operations Experience managing teams in a high‑volume, fast‑paced environment Strong communication skills, both internally and with customers Ability to coach, develop, and hold people accountable Comfortable making decisions and operating with limited direction Strong organizational and problem‑solving skills Bachelor’s degree in Supply Chain, Business, or related field, or equivalent experience in transportation, logistics, or operations Preferred Experience LTL, transportation, or supply chain experience Experience with ticketing or case management systems such as Zoho Desk or similar Experience identifying customer trends and driving service improvements Experience working with operational systems such as TMS, WMS, or EDI What Success Looks Like Reduction in internal and external email volume through improved case management and structured communication Consistent and accurate order entry with minimal errors or rework Increased productivity and timeliness in case management and issue resolution Improved customer satisfaction scores across key accounts Reduction in escalations through proactive communication and ownership of issues Improved service execution through strong alignment with Planning, Operations, and Sales Leadership Profile Coachable and open to feedback Leads from the front and earns credibility with the team Comfortable navigating challenges and difficult conversations Flexible and able to adjust as priorities shift Focused on execution and outcomes Benefits and Additional Compensation Health, dental, and vision insurance $25,000 Company‑paid life insurance Voluntary supplemental insurance 401(k) plan participation Paid time off and holiday pay Employment is contingent upon passing a background check and drug screen. We participate in E‑Verify to confirm employment eligibility in the United States. We are an Equal Opportunity Employer. We are committed to maintaining an inclusive and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Ffe-Transportation-Services,-Inc.