Senior Customer Service Manager

• 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.

• 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.

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.