Customer Service Manager

SIMPLY STAFFED; Waterloo (IA); On-site; USD 48,000 - 72,000; Full time

Job summary

SIMPLY STAFFED is seeking a Customer Service Manager to oversee the Customer Service department, lead a team to increase load count, and ensure top-tier service that supports company growth and stability.

The role involves implementing sound service principles, collaborating with Operations, and serving as liaison between customers and the organization for optimal outcomes.

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.
• Excellent customer service skills; strong sales and negotiation aptitude.
• Excellent time management and organizational skills; proactive and results-driven.
• Strong work ethic, integrity, and dependable teamwork.

Responsibilities

• Lead CSR team to grow load count and ensure 100% communication mindset.
• Coordinate handoff from sales to customer service with Operations stakeholders.
• Develop customer relationships and provide pricing and capacity solutions to customers.
• Identify and implement improvements to service coverage for booked loads.
• Mentor CS reps to perform at a high level and maintain positive team culture.
• Analyze data to identify trends and opportunities for efficiency and growth.
• Ensure monthly company goals are met and drive team performance.

Skills

Customer service

Sales

Negotiation

Verbal communication

Team leadership

Problem solving

Education

Bachelor's degree or equivalent

Tools

MS Office

Job description

Job Summary of the 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.
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 our organization.

Job Duties & Responsibilities of the Customer Service Manager:

• Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality.
• Shepherd new business into production by creating buy-in with Operations stakeholders.
• 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 - upscale 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.
• Analyze data and reports to identity network trends and improvement and efficiency opportunities
• Attention to monthly company goals and drive team perform to achieve.
• Hold employees accountable while maintaining positive and motivated team culture.
• Create action plans to address service failure trends.

Education & Experience Requirements of the Customer Service Manager:

• 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)
• Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.