Manager, Brokerage Customer Service

Job Description

Job Description

The Brokerage Customer Service Manager is responsible for leading and managing customer service operations to ensure customer commitments are met consistently, efficiently, and in compliance with company standards. This role supervises customer service staff, drives operational performance, resolves complex customer issues, and partners cross-functionally to protect service, productivity, and customer satisfaction.

Responsibilities

• Manages customer service staff, including prioritizing and assigning daily work to ensure customer and operational demands are met.
• Establishes clear performance expectations; monitors results; provides ongoing coaching, feedback, and development support to team members.
• Manages day-to-day customer service operations, including planning, coordinating, administering, and evaluating workflows, processes, and service standards.
• Serves as the escalation point for non-routine or complex customer complaints; investigates root causes and coordinates resolution across internal stakeholders.
• Communicates effectively with customers during service disruptions or sensitive situations to restore confidence and prevent recurrence.
• Monitors load and driver movement to identify potential service risks and initiate corrective action when needed.
• ⁠Oversees, approves, and coordinates recovery plans to minimize service disruptions.
• Evaluates driver capacity and operational feasibility to determine appropriate assignments that meet customer requirements.
• Leads and supports continuous improvement initiatives that enhance efficiency, reduce errors, and improve the overall customer experience.

Knowledge, Skills, and Abilities

• Strong leadership and people management skills.
• Conflict resolution and de‑escalation skills to manage complex customer and employee issues.
• Proven problem‑solving and decision‑making skills.
• Effective verbal and written communication skills.
• Ability to adapt to changing priorities, customer requirements, and operational conditions.
• Intermediate understanding of Microsoft office suite of products.
• Working knowledge of DOT requirements and FMCSA regulations. 

Education/Experience

• Bachelor’s degree in business administration, supply chain or similar field required. 1 year of relevant experience may be substituted for each year of education required.
• 2+ years of supervisory experience required. 3+ years of relevant experience in customer service, operations or similar within a logistics environment required.

Competitive Compensation

We believe in rewarding excellence. Our compensation approach balances market-based salary ranges with individual performance, experience, and tenure ensuring your pay is fair, competitive, and aligned with your growth. The posted range reflects the full pay band for the position. The expected pay range below represents where most candidates are hired, based on experience, skills, and internal equity. Candidates with more extensive or highly relevant experience may be considered toward the higher end of the overall pay band.

• Expected Pay Range: $64,534.65-$73,408.16
• Full Pay Range: $64,534.65-$101,269.75
• Pay Grade: 10
• 401(k) Match: Build your future with our generous company match.
• Serious Health Condition Pay: Financial protection when it matters most.

Robust Health & Wellness Benefits

Your well-being is our priority. Our full health benefits package is designed to support every aspect of your health—from preventive care to peace of mind:

• Medical, Dental & Vision Insurance
• Telemedicine Access
• Company-Paid Short & Long-Term Disability Coverage
• Health Savings Account (HSA)
• Company-Paid Life Insurance

Time to Recharge

We believe rest fuels results. Our time-off benefits help you maintain balance and bring your best self to work:

• Generous Paid Time Off (PTO)
• Paid Company Holidays
• Time off to Volunteer

Culture-Driven Perks

We’ve created a workplace culture where people feel empowered, supported, and excited to grow. Our corporate perks are designed to elevate your everyday:

• Casual Dress Code: Dress for your day.
• Tuition Reimbursement: Advance your education with financial support.
• Employee Discount Program: Exclusive savings on everyday essentials and more.
• Dependent Care Flexible Spending Account (DFSA)
• Adoption Assistance: Meaningful support for growing families.
• Employee Assistance Program (EAP): Confidential, 24/7 support for life’s challenges.
• Pet Insurance: To protect your furry family members

Covenant Logistics is an Equal Opportunity Employer 

Disability/Veteran

VEVRAA Federal Contractor