More jobs:
Customer Service Manager
Job in
Cedar Falls, Black Hawk County, Iowa, 50613, USA
Listed on 2026-09-07
Listing for:
Socket.dev
Full Time
position Listed on 2026-09-07
Job specializations:
-
Customer Service/HelpDesk
Account Manager, Customer Success Management, Client Relationship Management, Customer Service Rep
Job Description & How to Apply Below
Customer Service Manager
The Customer Service Manager is responsible for overseeing the Customer Service department, leading a team to grow load count while ensuring the company delivers the highest level of customer service possible to strengthen and enhance the growth and stability of our company.
Position Responsibilities- Lead load volume growth by developing CSR team to have a “book the load” and 100% communication mentality.
- Develop CSR team to create customer relationships, capture awarded load volume and offer pricing and capacity solutions to customers to achieve targets to increase overall load volume.
- Find and implement solutions to improve service and load coverage of booked loads via Assets or WSL and know when to escalation loads to get them covered.
- 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 with problems to resolution.
- Recognize and track high-priority loads and lanes - escape delays or problem areas as needed.
- Build and maintain 1-level-up relationships with customers.
- Mentor and develop customer service reps in an environment where they can excel.
- Research industry developments and recommend best practices for areas of improvement.
- Four-year college degree from an accredited institution, or equivalent preferred, but degree is not required.
- 1-3 years of experience supervising a customer service department
- Trucking industry experience a plus.
- Customer Service environment experience preferred.
- Excellent customer service skills
- 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 sense of integrity; trustworthy
- Excellent verbal communication skills
- Knowledge of MS Office (Word, Excel, Outlook, PowerPoint)
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
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