Freight Customer Service Leader — Ops & KPI Performance

ISU Research Park; Des Moines, Northern (IA, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

ISU Research Park seeks a Customer Service Manager to lead the department, drive continuous improvement, and ensure excellent leadership and guidance across daily operations.

The role focuses on optimizing the PreBook freight process, supervising freight bookings, and delivering KPI-driven performance updates to executive management, while maintaining strong customer commitments and efficient use of resources.

Qualifications

• Bachelor's degree preferred in Transportation and Logistics or related field.
• Strong computer and data-entry skills with high accuracy.
• Detail-oriented, organized, and able to manage multiple tasks.

Responsibilities

• Oversee and improve the PreBook freight process and daily operations.
• Supervise solicitation and booking of additional freight.
• Conduct annual reviews for all Customer Service staff and support development.
• Monitor saturation levels across North American regions to keep freight balanced.
• Manage daily yard checks and update the TMS accordingly.
• Ensure daily commitments to customers are met and deadlines are met.
• Coordinate length of haul and empty miles by division and report insights to management.
• Provide KPI summaries to executives and identify system improvements.

Skills

Computer proficiency

10-key

Keyboard skills

Education

Bachelor's degree in Transportation and Logistics

Job description

ISU Research Park seeks a Customer Service Manager to lead the department, drive continuous improvement, and ensure excellent leadership and guidance across daily operations.

The role focuses on optimizing the PreBook freight process, supervising freight bookings, and delivering KPI-driven performance updates to executive management, while maintaining strong customer commitments and efficient use of resources.