Load Growth & Customer Experience Manager

Warren Transport Inc.; Waterloo (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

Warren Transport Inc. in Waterloo, IA, is seeking a Customer Service Manager to lead the CSR team, grow load count, and deliver the highest level of service to support stable growth.

You will coordinate with Operations, set pricing and capacity solutions, mentor reps, and ensure escalations are managed to resolution while maintaining a positive team culture and alignment with company goals. A four-year degree and 1-3 years supervising CSR in trucking, plus strong sales, time management, and MS

Qualifications

• Four year college degree from an accredited institution, or equivalent preferred.
• 1-3 years of experience supervising a customer service department in the trucking industry.
• Strong sales and negotiation skills.
• Excellent time management and organizational skills.
• Hard-worker with a drive for results who can persevere in the face of resistance or setbacks.
• Strong work ethic and integrity.
• Knowledge of MS Office (Word, Excel, Outlook, PowerPoint).
• Proactive commitment to Warren corporate values and staff success.

Responsibilities

• Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality.
• Shepherd new business into Warren production by creating buy-in with Operations stakeholders.
• Develop CSR team to create customer relationships, capture awarded load volume, and offer pricing and capacity solutions.
• Find and implement solutions to improve service and load coverage of booked loads via Assets or WSL; escalate when needed.
• Coordinate and execute the customer business transition from sales team to customer service team.
• Drive service and relationship accountability through production teams.
• Take ownership of customer satisfaction issues and follow up to resolution.
• Recognize and track high priority loads and lanes; escalate delays or problem areas as needed.
• Build and maintain 1-level-up relationships with customers.
• Mentor and develop customer service reps in a productive environment.
• Research industry developments and recommend best practices for improvement.
• Analyze data to identify network trends and efficiency opportunities.
• Align with monthly company goals and drive team performance.
• Hold employees accountable while maintaining a positive culture.
• Create action plans to address service failure trends.

Skills

Leadership

Customer service

Sales

Negotiation

Time management

Organizational skills

Education

Four year college degree or equivalent

Tools

MS Office

Job description

Warren Transport Inc. in Waterloo, IA, is seeking a Customer Service Manager to lead the CSR team, grow load count, and deliver the highest level of service to support stable growth.

You will coordinate with Operations, set pricing and capacity solutions, mentor reps, and ensure escalations are managed to resolution while maintaining a positive team culture and alignment with company goals. A four-year degree and 1-3 years supervising CSR in trucking, plus strong sales, time management, and MS