Job Title: Customer Service Manager

Location: Waterloo, Iowa

Salary: $55-70K plus bonus

Job Summary:

The Customer Service Manager is accountable for supervising the Customer Service department, leading a team to increase load count while ensuring the company provides top-notch customer service to fortify and boost the growth and stability of our organization. Implementing effective marketing and customer service strategies to cultivate and maintain customer relationships in alignment with company and department objectives for quality, sales, utilization, and profitability, while bridging the gap between customers and our organization.

Job Duties & Responsibilities:

• Lead load volume growth by fostering a "book the load" and 100% communication mindset within the CSR team.
• Guide new business into production by gaining support from Operations stakeholders.
• Develop CSR team to establish customer relationships, secure awarded load volume, and provide pricing and capacity solutions to customers to meet targets for increased overall load volume.
• Identify and implement solutions to enhance service and load coverage of booked loads through Assets or WSL and escalate loads as necessary.
• Manage the transition of customer business from the sales team to the customer service team.
• Ensure service and relationship accountability across production teams.
• Take charge of customer satisfaction issues and resolve problems promptly.
• Recognize and monitor high-priority loads and lanes, escalating delays or issues as needed.
• Establish and nurture relationships with customers.
• Mentor and develop customer service representatives in an empowering environment.
• Research industry advancements and recommend best practices for improvements.
• Analyze data and reports to identify network trends and opportunities for efficiency enhancements.
• Focus on achieving monthly company goals and drive team performance.
• Enforce accountability among employees while fostering a positive and motivated team culture.
• Create action plans to tackle service failure trends.

Education & Experience Requirements:

• Four-year college degree from an accredited institution, or equivalent preferred, but not required.
• 1-3 years of experience in supervising a customer service department.
• Trucking industry experience is a bonus.
• Customer Service environment experience preferred.
• Excellent customer service, sales, negotiation, time management, and organizational skills.
• Strong work ethic, integrity, and trustworthiness.
• Exceptional verbal communication skills.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).
• Demonstrated commitment to corporate values and staff success.