Customer Service Manager

ISU Research Park; Des Moines, Northern (IA, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

ISU Research Park seeks a Customer Service Manager to lead the department, drive continuous improvement, and ensure excellent leadership and guidance across daily operations.

The role focuses on optimizing the PreBook freight process, supervising freight bookings, and delivering KPI-driven performance updates to executive management, while maintaining strong customer commitments and efficient use of resources.

Qualifications

• Bachelor's degree preferred in Transportation and Logistics or related field.
• Strong computer and data-entry skills with high accuracy.
• Detail-oriented, organized, and able to manage multiple tasks.

Responsibilities

• Oversee and improve the PreBook freight process and daily operations.
• Supervise solicitation and booking of additional freight.
• Conduct annual reviews for all Customer Service staff and support development.
• Monitor saturation levels across North American regions to keep freight balanced.
• Manage daily yard checks and update the TMS accordingly.
• Ensure daily commitments to customers are met and deadlines are met.
• Coordinate length of haul and empty miles by division and report insights to management.
• Provide KPI summaries to executives and identify system improvements.

Skills

Computer proficiency

10-key

Keyboard skills

Education

Bachelor's degree in Transportation and Logistics

Job description

PRIMARY FUNCTION:

The primary function of Customer Service Manager is to manage the Customer Service department by creating methods on continuous improvement through daily delegation, weekly activities, and providing excellent leadership and management guidance.

DUTIES AND RESPONSIBILITIES:

Manage and continually work on improvements with the PreBook freight process

Supervisor the soliciting and booking of additional freight

Manage annual reviews for all members of the Customer Service Department to ensure timely implementation and development on each individual

Ensure that the freight system is in equilibrium and in balance through the continual monitoring and management of saturation levels between geographical areas in the North American market

Manage the process for the Drop Yards daily lot checks and update of the TMS.

Ensure customer commitments are being met on a daily basis

Manage length of haul and empty miles by division then feedback the information to the proper management resources

Provide Summary Data to Executive Management on all KPI’s and review needs for improving the system

Increase load numbers offered to LMC Department

Manage the Customer Service System to reduce and eliminate layovers of company assets

Manage ETA change process to ensure optimal decisions are made on load assignments and driver availability

Other duties as assigned

MINIMUM QUALIFICATIONS/EXPERIENCE:

Four-year degree in Transportation and Logistics preferred

Fluent in computer applications, keyboard proficiency and 10-key

Ability to plan, organize, be attentive to detail, and possess strong problem-solving skills

Possess a courteous yet assertive telephone personality

Ability to function in a fast-paced work environment

Ability to stay organized on multiple tasks

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

Must be able to sit and use a telephone and computer simultaneously for extended periods of time

Must be able to speak and hear clearly in a high volume telephone environment