Customer Service Manager

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

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &)

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Job summary

Ethos is seeking a Customer Service Manager to oversee the CSR department, grow load count, and ensure the highest level of customer service. You will lead a team, coordinate transitions from sales to CS, and drive accountability across production.

A strong focus on relationship building and problem resolution is needed to support growth and stability. The role emphasizes mentoring CSRs, improving coverage, and implementing industry best practices.

Qualifications

• Bachelor’s degree 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 drive for results
• Strong work ethic and integrity; trustworthy
• Excellent verbal communication skills
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint)

Responsibilities

• Lead CSR team to grow load volume and ensure 100% communication.
• Develop CSR team to build customer relationships and offer pricing/capacity solutions.
• Improve service and load coverage via Assets or WSL and escalate as needed.
• Coordinate transition from sales to customer service team.
• Drive service and relationship accountability with production teams.
• Own and resolve customer satisfaction issues.
• Identify high-priority loads and escalate delays.
• Build and maintain relationships with customers at one level above.
• Mentor and develop CSRs for high performance.
• Research industry trends and recommend best practices for improvements.

Skills

Customer service leadership

Sales & negotiation

Time management

Organizational skills

Strong work ethic

Integrity

Verbal communication

MS Office proficiency

Education

Bachelor’s degree or equivalent

Tools

MS Office (Word, Excel, Outlook, PowerPoint)

Job description

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.

Position Responsibilities:

• Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality.
• 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 elevate 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 - elevate 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.

Qualifications:

• 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)

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development