Customer Service Manager

Warren Transport Inc.; Waterloo (IA); On-site; USD 55,000 - 85,000; Full time

Job summary

Warren Transport Inc. in Waterloo, Iowa is seeking a Customer Service Manager responsible for leading the customer service department. This role aims to ensure exceptional customer service and grow load count while mentoring the CSR team.

The ideal candidate will have a four-year degree and 1-3 years in customer service management, preferably in trucking. Success in this role requires strong customer service and sales skills, along with collaboration across teams.

Qualifications

• Experience supervising a customer service department in the trucking industry.
• Must demonstrate commitment to corporate values and staff success.
• Ability to develop CSR teams for customer satisfaction.

Responsibilities

• Oversee customer service department and lead team for growth.
• Manage and improve customer satisfaction and relationships.
• Mentor customer service representatives to excel in performance.

Skills

Customer service skills

Sales and negotiation skills

Time management

Microsoft Office proficiency

Strong work ethic

Excellent verbal communication

Education

Four year college degree

1-3 years of experience in the trucking industry

Job description

Summary

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” mentality
• Shepherd new business into Warren production by creating buy-in with Operations state 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 elevate loads to get them covered.
• Coordinate and execute the customer business transition from sales team to customer service team.
• Take ownership of customer satisfaction issues and follow up with problems through 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.
• Promote and sell Warren service to active, inactive, and potential customers; serving as liaison between customers, WTI, WSL, Sales and operations.
• Perform 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.
• 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)
• 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.

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.