Customer Service Manager

Job Description:

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.

Required Skills:
• Customer Service


Salary Package:
$ 55,000.00 - 70,000.00 (US Dollar)