Customer Success & Load Growth Manager

Ethos; Cedar Falls (IA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &)

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Job summary

Ethos is seeking a Customer Service Manager to oversee the CSR department, grow load count, and ensure the highest level of customer service. You will lead a team, coordinate transitions from sales to CS, and drive accountability across production.

A strong focus on relationship building and problem resolution is needed to support growth and stability. The role emphasizes mentoring CSRs, improving coverage, and implementing industry best practices.

Qualifications

• Bachelor’s degree 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 drive for results
• Strong work ethic and integrity; trustworthy
• Excellent verbal communication skills
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint)

Responsibilities

• Lead CSR team to grow load volume and ensure 100% communication.
• Develop CSR team to build customer relationships and offer pricing/capacity solutions.
• Improve service and load coverage via Assets or WSL and escalate as needed.
• Coordinate transition from sales to customer service team.
• Drive service and relationship accountability with production teams.
• Own and resolve customer satisfaction issues.
• Identify high-priority loads and escalate delays.
• Build and maintain relationships with customers at one level above.
• Mentor and develop CSRs for high performance.
• Research industry trends and recommend best practices for improvements.

Skills

Customer service leadership

Sales & negotiation

Time management

Organizational skills

Strong work ethic

Integrity

Verbal communication

MS Office proficiency

Education

Bachelor’s degree or equivalent

Tools

MS Office (Word, Excel, Outlook, PowerPoint)

Job description

Ethos is seeking a Customer Service Manager to oversee the CSR department, grow load count, and ensure the highest level of customer service. You will lead a team, coordinate transitions from sales to CS, and drive accountability across production.

A strong focus on relationship building and problem resolution is needed to support growth and stability. The role emphasizes mentoring CSRs, improving coverage, and implementing industry best practices.