Customer Care Supervisor

Sterling St James LLC; Waterloo (IA); On-site; USD 55,000 - 70,000; Full time

Job summary

Sterling St James LLC in Waterloo, IA is seeking a Customer Service Manager to lead the Customer Service department and drive load volume growth. The role focuses on delivering top-tier service while aligning with sales, operations, and profitability goals.

The ideal candidate has 1–3 years supervising CS teams, logistics/ trucking experience, and strong communication, time management, and negotiation skills. This full-time role offers a competitive salary and bonus potential.

Qualifications

• Four-year college degree preferred, but not required.
• 1–3 years supervising a customer service department.
• Trucking industry experience is a plus.
• Excellent customer service and negotiation skills.
• Strong verbal and written communication abilities.

Responsibilities

• Lead CSR team to grow load volume and ensure 100% communication.
• Coordinate the transition from sales to customer service.
• Develop customer relationships and provide pricing and capacity solutions.
• Identify and implement improvements to service and load coverage.
• Mentor CSR reps to excel in a fast-paced environment.
• Analyze data to identify trends and improve efficiency.
• Drive progress toward monthly company goals.

Skills

Customer service

Sales

Time management

Organizational skills

Communication skills

Education

Bachelor's degree or equivalent

Tools

MS Office

Job description

Job Title: Customer Service Manager

Location: Waterloo, Iowa

Salary: $55-70K plus bonus

Job Summary of the Customer Service Manager:

The Customer Service Manager is responsible for overseeing the Customer Service department, leading a team to grow load count while ensuring the company delivers the highest level of customer service possible to strengthen and enhance the growth and stability of our company. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives, and serving as liaison between the customer and our organization.

Job Duties & Responsibilities of the Customer Service Manager:

• Lead load volume growth by developing CSR team to have a "book the load" and 100% communication mentality.
• Shepherd new business into production by creating buy-in with Operations stakeholders.
• Develop CSR team to create customer relationships, capture awarded load volume, and offer pricing and capacity solutions to customers to achieve targets to increase overall load volume.
• Find and implement solutions to improve service and load coverage of booked loads via Assets or WSL and know when to escal loads to get them covered.
• Coordinate and execute the customer business transition from sales team to customer service team.
• Drive service and relationship accountability through production teams.
• Take ownership of customer satisfaction issues and follow up with problems to resolution.
• Recognize and track high-priority loads and lanes - escal delays or problem areas as needed.
• Build and maintain 1-level-up relationships with customers.
• Mentor and develop customer service reps in an environment where they can excel.
• Research industry developments and recommend best practices for areas of improvement.
• Analyze data and reports to identity network trends and improvement and efficiency opportunities
• Attention to monthly company goals and drive team perform to achieve.
• Hold employees accountable while maintaining positive and motivated team culture.
• Create action plans to address service failure trends.

Education & Experience Requirements of the Customer Service Manager:

• Four-year college degree from an accredited institution, or equivalent preferred, but degree is not required.
• 1-3 years of experience supervising a customer service department
• Trucking industry experience a plus.
• Customer Service environment experience preferred.
• Excellent customer service skills
• Strong sales and negotiation skills
• Excellent time management and organizational skills
• Hard worker with a drive for results who can persevere in the face of resistance or setbacks
• Strong work ethic and sense of integrity; trustworthy
• Excellent verbal communication skills
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint)
• Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.