Customer Service Manager

Primary Purpose And Essential Functions

The qualified individual will be responsible for leading and managing all aspects of a logistics operation to ensure consistent high-level service quality and customer satisfaction, profitable, cost‑efficient operations, and compliance with company policies and procedures. Will work in conjunction with other internal departments to achieve territorial balance of capacity and freight while achieving high service levels. Will take total responsibility of ensuring all requirements are met company‑wide regarding Customer expectations.

• Lead and solicit business from dedicated or expedited customers by using monthly average capacity. Serve as an extension of Sales to expand business revenue by exploring all opportunities with Customers. Customer Service Manager will give available lanes to department and depending on capacity of freight versus driver availability, department head is responsible for bidding available lanes.
• Oversee the customer service team who serves as Customer's first line of communication and refers customer to the proper departments when necessary (i.e., Business Development, claims, etc.). Responsible for managing service issues by researching and ensuring coding of all applicable service failures in the system to support accurate service reporting. Responsible for staff that is monitoring and tracing loads so that follow up can be made to Customers regarding late pickups and or deliveries;
  
  as well as any other changes that may occur. Anticipate and facilitate problem resolution on all load issues to meet or exceed total satisfaction of Customers.
• Utilize effective communication or negotiation skills, employing diplomacy and sensitivity to resolve critical or escalated issues affecting the customer, staff, or senior management.
• Manage on‑site customer service group and customer sites.
• Maintain knowledge of customer contractual requirements relative to trailer pools in order to keep turns at the level set to gain optimum utilization of company equipment.
• Responsible for managing EDI related requirements regarding 214 Status releasing or other similar electronic transmissions as required by Customer.
• Create monthly reports regarding service levels for customers as well as participate on any service‑oriented conference calls to supply definition.
• Utilize superior communication skills to motivate staff and develop effective working relationships with peers, executives and clients.
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations to meet company and customer requirements.
• Ensuring the customer service team upholds the values and behaviors taught in the speed of trust.

• Disclaimer the job description is not intended to be a comprehensive list of duties and responsibilities and duties and responsibilities may change without notice.

• Use exemplary telephone skills to present a quality‑oriented image where the Customer is treated in a consistent, courteous, and efficient manner, so that the impression is one of excellence.
• Ability to set priorities and to communicate to areas involving changes that could affect daily operations. Keyboard skills, working knowledge of PC, Excel, Word, ability to work in a fast‑paced team environment, excellent time management skills.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate degree or equivalent from two‑year college or technical school; or 2‑3 years related experience and/or training; or equivalent combination of education and experience.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Work environment is moderate to high stress.