Senior Customer Service Manager

Jobtailor; Rogers (AR); On-site; USD 70,000 - 95,000; Full time

Job summary

Jobtailor is seeking a transportation operations professional to serve as the primary contact for a strategic customer, ensuring day-to-day cargo and logistics run smoothly. The role uses TMS and analytics to track performance, lead reviews on KPIs, and drive improvements, while collaborating with Operations, IT, Carrier Management, and solution teams.

You will support system implementations, document processes, and help onboard customers, balancing operational excellence with strong client

Qualifications

• 5+ years in transportation, logistics, or supply chain operations.
• 2+ years of customer-facing experience within the logistics or transportation industry.
• Experience managing customer relationships while supporting transportation or supply chain operations.
• Experience working with Transportation Management Systems (TMS).
• Strong analytical, problem-solving, and communication skills with the ability to manage multiple priorities.

Responsibilities

• Serve as primary operational contact for a strategic customer, ensuring day-to-day transportation operations are executed successfully.
• Monitor transportation performance using TMS, reporting, and data analytics to identify issues and drive resolution.
• Lead customer meetings to review performance, KPIs, updates, and business needs.
• Partner with Operations, Carrier Management, IT, Solution Development, and Client Engagement teams to resolve operational and system-related issues.
• Act as the primary escalation point for transportation and system integration issues, coordinating cross-functional teams to ensure timely resolution.
• Support transportation system implementations, process enhancements, and continuous improvement initiatives that improve efficiency and customer experience.
• Analyze carrier performance, transportation data, and operational metrics to identify trends and recommend improvements.
• Assist in documenting operational processes, business requirements, and workflow improvements to support long-term operational excellence.
• Partner closely with Operations leadership to prioritize customer needs and ensure successful execution of daily transportation activities.
• Support customer onboarding, implementations, and strategic projects as needed.

Skills

Analytical thinking

Communication skills

Customer-facing experience

Education

High school diploma or GED

Tools

Transportation Management Systems (TMS)

Job description

• Serve as the primary operational contact for a strategic customer, ensuring day‑to‑day transportation operations are executed successfully.
• Monitor transportation performance using Transportation Management Systems (TMS), operational reporting, and data analytics to identify issues and drive timely resolution.
• Lead customer meetings to review operational performance, discuss KPIs, communicate project updates, and address ongoing business needs.
• Partner with Operations, Carrier Management, IT, Solution Development, and Client Engagement teams to resolve operational and system‑related issues.
• Act as the primary escalation point for transportation and system integration issues, coordinating cross‑functional teams to ensure timely resolution.
• Support transportation system implementations, process enhancements, and continuous improvement initiatives that improve efficiency and customer experience.
• Analyze carrier performance, transportation data, and operational metrics to identify trends and recommend improvements.
• Assist in documenting operational processes, business requirements, and workflow improvements to support long‑term operational excellence.
• Partner closely with Operations leadership to prioritize customer needs and ensure successful execution of daily transportation activities.
• Support customer onboarding, implementations, and strategic projects as needed.

Requirements

• High school diploma or GED equivalent.
• 5+ years of experience in transportation, logistics, or supply chain operations.
• 2+ years of customer‑facing experience within the logistics or transportation industry.
• Experience managing customer relationships while supporting transportation or supply chain operations.
• Experience working with Transportation Management Systems (TMS).
• Strong analytical, problem‑solving, and communication skills with the ability to manage multiple priorities.

Core Competencies

Demonstrates expertise in Transportation Management Systems (TMS) and operational performance analysis, with a strong focus on customer relationship management and process improvement in transportation and logistics operations.