ISO Customer Experience Leader

Heniff Transportation Systems, LLC; St. Louis (MO); On-site; USD 60,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Generous Vacation Time

Company Paid Holidays

401(k) and Roth with Employer Matching

Short and Long-Term Disability

Job summary

Heniff Transportation Systems, LLC is seeking a Customer Service Manager to lead the ISO Depot customer service team, ensure exceptional service delivery, drive customer satisfaction, and strengthen client relationships across touchpoints.

You will oversee operations, develop and optimize service processes, monitor ticket queues and response times, and partner with Sales, Operations, and Quality/Compliance to deliver compliant, efficient depot services, while guiding continuous improvement and

Qualifications

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 5+ years of customer service experience, with at least 2 years in a leadership role.
• Experience in ISO, compliance, certification, or service-based industries is a plus.

Responsibilities

• Oversee customer service team to ensure timely, professional handling of inquiries and issues.
• Monitor CSAT, retention, service quality, and implement improvements based on feedback and trends.
• Collaborate with Sales, Operations, and Quality/Compliance to ensure seamless service delivery and continuous improvement.

Skills

Communication

Problem-solving

Organizational skills

CRM proficiency

Data analysis

Stakeholder management

Education

Bachelor’s degree in Business/Communications or related field

Tools

Salesforce

Depot Software

TMW

Zendesk/Freshdesk/ServiceNow

Job description

Heniff Transportation Systems, LLC is seeking a Customer Service Manager to lead the ISO Depot customer service team, ensure exceptional service delivery, drive customer satisfaction, and strengthen client relationships across touchpoints.

You will oversee operations, develop and optimize service processes, monitor ticket queues and response times, and partner with Sales, Operations, and Quality/Compliance to deliver compliant, efficient depot services, while guiding continuous improvement and