Customer Service Manager

H. T. PROF Group; Waterloo, Northern (IA, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

H. T. PROF Group in Waterloo, IA is seeking a Customer Service Manager to lead the Customer Service department, oversee a team, and drive load volume growth while delivering exceptional service.

You will coordinate transitions from sales to service, mentor CSR staff, and collaborate with Operations to secure capacity and pricing, aiming to meet monthly goals and improve efficiency. Strong MS Office skills and trucking industry experience are appreciated.

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.
• 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
• 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.

Responsibilities

• 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 escalates 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.
• 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.

Skills

Sales skills

Negotiation

Time management

Organizational skills

MS Office

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 escalates 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.
• 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.
• 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
• 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.