Customer Service Growth Leader

Socket.dev; Cedar Falls (IA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health Care Plan

401k/IRA retirement plan

Life Insurance

Paid Time Off

Family Leave

Disability coverage

Training & Development

Job summary

Socket.dev is seeking a Customer Service Manager to oversee the Customer Service department, growing load count while delivering exceptional service to strengthen company growth and stability.

The role involves leading a CSR team to build customer relationships, optimize load volume, and coordinate transitions from sales to customer service, while driving accountability with production teams and resolving issues to pursue continuous improvement.

Qualifications

• Four-year college degree preferred, but 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 drive for results and resilience.
• Strong work ethic and integrity; trustworthy.
• Excellent verbal communication skills.
• Knowledge of MS Office tools.

Responsibilities

• Lead CSR team to grow load volume and ensure 100% communication.
• Develop CSR team to create customer relationships and offer pricing/capacity solutions.
• Improve service and load coverage via Assets or WSL; escalate when needed.
• Coordinate and execute the customer business transition from sales to customer service.
• Drive service and relationship accountability through production teams.
• Own customer satisfaction issues and follow up to resolution.
• Identify high-priority loads and lanes; address delays or problems.
• Build and maintain relationships with customers at one level above.
• Mentor and develop customer service reps to excel.
• Research industry developments and suggest best practices.

Skills

Customer service

Sales & negotiation

Time management

Organizational skills

Verbal communication

MS Office

Education

Bachelor's degree or equivalent

Tools

MS Office (Word, Excel, Outlook, PowerPoint)

Job description

Socket.dev is seeking a Customer Service Manager to oversee the Customer Service department, growing load count while delivering exceptional service to strengthen company growth and stability.

The role involves leading a CSR team to build customer relationships, optimize load volume, and coordinate transitions from sales to customer service, while driving accountability with production teams and resolving issues to pursue continuous improvement.