Customer Service Manager: Drive Growth & Stellar Service

Job Juncture; Waterloo (IA); On-site; USD 60,000 - 75,000; Full time

Job summary

Job Juncture in Waterloo, IA is seeking a Customer Service Manager to oversee the Customer Service department and lead a team to improve load counts while delivering excellent service. Implement marketing and customer service principles to develop and service customers in line with quality, sales, utilization and profit objectives.

Coordinate transitions from sales to CS, drive accountability across production teams, and resolve customer issues to support growth and profitability.

Qualifications

• Four-year college degree preferred but not required.
• 1–3 years of experience supervising a customer service department.
• Trucking industry experience is a plus.
• Strong sales and negotiation skills.
• Excellent time management and organizational skills.
• Hard worker with drive for results and resilience.
• Strong work ethic and integrity; trustworthy.
• MS Office (Word, Excel, Outlook, PowerPoint) knowledge.

Responsibilities

• Lead the Customer Service department to grow load count and ensure top service levels.
• Develop CSR team to build customer relationships and provide pricing and capacity options.
• Coordinate transition from sales to customer service and ensure smooth handoffs.
• Drive accountability for service and relationships across production teams.
• Own customer satisfaction issues and drive resolution.
• Identify high-priority loads and expedite issues to maintain coverage.
• Mentor CS reps and foster a productive, positive team culture.
• Analyze data to identify trends and opportunities for efficiency improvements.
• Align team performance with monthly company goals.
• Create action plans to address service failures and improve outcomes.

Job description

Job Juncture in Waterloo, IA is seeking a Customer Service Manager to oversee the Customer Service department and lead a team to improve load counts while delivering excellent service. Implement marketing and customer service principles to develop and service customers in line with quality, sales, utilization and profit objectives.

Coordinate transitions from sales to CS, drive accountability across production teams, and resolve customer issues to support growth and profitability.