Customer Support Manager

ISU Research Park; Des Moines, Northern (IA, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

TMC seeks a Customer Support Manager to lead and develop the Customer Support Department, driving continuous improvement and providing strong leadership in daily operations.

The role focuses on coordinating with drivers, customers, and sales teams, while managing performance reviews and reporting to ensure efficient, accurate service delivery in a fast-paced environment.

Qualifications

• High School Diploma required.
• Ability to use Microsoft Office products efficiently and effectively.
• Fluent keyboard proficiency and 10-key.
• Excellent interpersonal skills.
• Ability to plan, organize, be attentive to detail, and possess excellent problem-solving skills.
• Curtious yet assertive telephone personality.
• Ability to function in a fast-paced work environment and tolerate stress.
• Ability to stay organized on multiple tasks.

Responsibilities

• Manage and continually work on improvements with the detention department.
• Manage and continually work on improvements with the precall department.
• Manage annual reviews for all members of the Customer Support Department to ensure timely implementation and development on each individual.
• Communicate with drivers by telephone and satellite messaging to determine if there is a loading/unloading issue. Communicate with customers and sales on dwell issues.
• Provide back-up assistance to the Customer Service Representative for load entry.
• Maintain various management reports on a periodic basis.
• Perform all necessary pre-calls, including: calling consignees for delivery appointments and directions; updating MIS information; and sending information to drivers if the load has already been dispatched.
• Provide information to customers inquiries and redirect if necessary.
• Other duties as assigned.

Skills

High School Diploma

Microsoft Office

10-key

Interpersonal skills

Planning & organization

Telephone etiquette

Stress management

Multi-tasking

Education

High School Diploma

Tools

Microsoft Office

Job description

PRIMARY FUNCTION

The primary function of a Customer Support Manager is to manage the Customer Support Department by creating methods on continuous improvement through daily delegation, weekly activities, and providing excellent leadership and management guidance.

DUTIES AND RESPONSIBILITIES

• Manage and continually work on improvements with the detention department
• Manage and continually work on improvements with the precall department
• Manage annual reviews for all members of the Customer Support Department to ensure timely implementation and development on each individual
• Communicate with drivers by telephone and satellite messaging to determine if there is a loading/unloading issue Communicate with customers and sales on dwell issues
• Provide back-up assistance to the Customer Service Representative for load entry
• Maintain various management reports on a periodic basis
• Perform all necessary pre-calls, which include but not limited to: calling consignees for delivery appointments and directions; updating the MIS information in a timely and accurate manner; and sending information the drivers if the load has already been dispatched
• Provide information to customers inquiries and redirect if necessary
• Other duties as assigned

MINIMUM QUALIFICATIONS/EXPERIENCE

• High School Diploma required
• Ability to use Microsoft Office product efficiently and effectively
• Fluent keyboard proficiency and 10-key
• Excellent interpersonal skills
• Ability to plan, organize, be attentive to detail, and possess excellent problem-solving skills
• Possess courteous, yet assertive telephone personality
• Ability to function in a fast-paced work environment and tolerate stress
• Ability to stay organized on multiple tasks

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Must be able to sit and use a telephone and computer simultaneously for extended periods of time
• Must be able to speak and hear clearly in a high volume telephone environment

TMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.