Customer Service Manager

Software Placement Group, SPG; Waterloo (IA); On-site; USD 55,000 - 70,000; Full time

Job summary

Software Placement Group (SPG) in Waterloo, IA is seeking a Customer Service Manager to lead the customer service team and drive load volume growth. The role focuses on strengthening customer relationships, coordinating with operations, and ensuring high service levels that support overall business stability.

The ideal candidate has 1–3 years of supervisory experience in customer service, strong communication and negotiation skills, and proficiency with MS Office.

Qualifications

• 1-3 years of experience supervising a customer service department.
• Excellent customer service skills.
• Strong sales and negotiation skills.
• Excellent time management and organizational skills.
• Hard worker with a drive for results and perseverance.
• Strong work ethic and integrity; trustworthy.
• Excellent verbal communication skills.
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint).
• Ability to demonstrate a proactive commitment to the company's values.

Responsibilities

• Lead load volume growth by developing the customer service team and ensuring 100% communication.
• Guide new business into production by building buy-in with operations.
• Develop the team to build customer relationships and provide pricing and capacity solutions.
• Identify and implement solutions to improve service and coverage of booked loads.
• Coordinate and execute the transition of customer accounts from sales to customer service.
• Drive service accountability across production teams and resolve customer issues.
• Track high-priority loads and escalate delays or problem areas.
• Build and maintain senior-level relationships with customers.
• Mentor and develop customer service representatives for excellence.
• Research industry developments and recommend best practices.
• Analyze data to identify trends and opportunities for efficiency.
• Monitor progress toward monthly goals and drive team performance.
• Hold employees accountable while maintaining a positive culture.
• Create action plans to address service failure trends.

Job description

Location: Waterloo, IA | Schedule: Full-time, on-site | Compensation: $55,000-$70,000 plus bonus

Overview

An established transportation and logistics company is seeking a Customer Service Manager to lead its customer service department. This role is central to driving load volume growth, strengthening customer relationships, and ensuring the company delivers a consistently high level of service that supports overall business growth and stability.

What you'll do

• Lead load volume growth by developing the customer service team to adopt a \"book the load\" mindset and maintain 100% communication
• Guide new business into production by building buy-in with operations stakeholders
• Develop the customer service team to build customer relationships, capture awarded load volume, and offer pricing and capacity solutions to grow overall load volume
• Identify and implement solutions to improve service and coverage of booked loads using internal fleet assets or third-party freight matching systems, escalating loads as needed to ensure coverage
• Coordinate and execute the transition of customer accounts from the sales team to the customer service team
• Drive service and relationship accountability across production teams
• Take ownership of customer satisfaction issues and follow through to resolution
• Track high-priority loads and lanes, escalating delays or problem areas as needed
• Build and maintain senior-level relationships with customers
• Mentor and develop customer service representatives in an environment where they can excel
• Research industry developments and recommend best practices for improvement
• Analyze data and reports to identify network trends and opportunities for improvement and efficiency
• Monitor progress toward monthly company goals and drive team performance to achieve them
• Hold employees accountable while maintaining a positive and motivated team culture
• Create action plans to address service failure trends

Required qualifications

• 1-3 years of experience supervising a customer service department
• 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)
• Ability to demonstrate a proactive commitment to the company's corporate values and the success of all staff

Preferred qualifications

• Four-year college degree from an accredited institution, or equivalent, preferred but not required
• Trucking industry experience a plus
• Customer service environment experience preferred

Compensation and benefits

• $55,000-$70,000 salary plus bonus

Why this role

This is an opportunity to lead a customer service team responsible for driving load volume growth and strengthening customer relationships, playing a key role in the company's overall growth and stability.