Customer Experience Manager

Warren Transport Inc.; Waterloo (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

Warren Transport Inc. in Waterloo, IA, is seeking a Customer Service Manager to lead the CSR team, grow load count, and deliver the highest level of service to support stable growth.

You will coordinate with Operations, set pricing and capacity solutions, mentor reps, and ensure escalations are managed to resolution while maintaining a positive team culture and alignment with company goals. A four-year degree and 1-3 years supervising CSR in trucking, plus strong sales, time management, and MS

Qualifications

• Four year college degree from an accredited institution, or equivalent preferred.
• 1-3 years of experience supervising a customer service department in the trucking industry.
• 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 integrity.
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint).
• Proactive commitment to Warren corporate values and staff success.

Responsibilities

• Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality.
• Shepherd new business into Warren 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.
• Find and implement solutions to improve service and load coverage of booked loads via Assets or WSL; escalate when needed.
• 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 to resolution.
• Recognize and track high priority loads and lanes; escalate delays or problem areas as needed.
• Build and maintain 1-level-up relationships with customers.
• Mentor and develop customer service reps in a productive environment.
• Research industry developments and recommend best practices for improvement.
• Analyze data to identify network trends and efficiency opportunities.
• Align with monthly company goals and drive team performance.
• Hold employees accountable while maintaining a positive culture.
• Create action plans to address service failure trends.

Skills

Leadership

Customer service

Sales

Negotiation

Time management

Organizational skills

Education

Four year college degree or equivalent

Tools

MS Office

Job description

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 Warren. 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 Warren.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality
• Shepherd new business into Warren production by creating buy-in with Operations stake holders
• 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 **escalate** 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 - **escalate** 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.
• Performs other duties, tasks, or responsibilities as assigned.

EDUCATION & EXPERIENCE

• Four year college degree from an accredited institution, or equivalent preferred.
• 1-3 years of experience supervising a customer service department in the trucking industry.
• 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
• 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.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Constantly in a stationary sitting position and occasionally will move around.
• Constantly operate a keyboard and mouse and constantly utilize a computer monitor(s).
• Constantly conversing with internal and external customers in person or via a phone system.

The essential functions of the role depend on providing in-person oversight, coaching, and real-time collaboration with fellow management and operations staff. Remote work would remove the employee from being able to provide direct supervision and eliminate the immediate coaching, escalation support, and call monitoring that the position provides. Because these functions are essential to the role, and remote work would not allow the employee to perform them effectively, working from home is not a reasonable or effective accommodation.

EEO STATEMENT

Warren Transport is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age (40 or older), status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.