Customer Service Manager

Location: Waterloo, IA |
Schedule: Full-time, on-site |
Compensation: $55,000-$70,000 plus bonus

An established transportation and logistics company is seeking a Customer Service Manager to lead its customer service department. This role is central to driving load volume growth, strengthening customer relationships, and ensuring the company delivers a consistently high level of service that supports overall business growth and stability.

• Lead load volume growth by developing the customer service team to adopt a  book the load  mindset and maintain 100% communication
• Guide new business into production by building buy-in with operations stakeholders
• Develop the customer service team to build customer relationships, capture awarded load volume, and offer pricing and capacity solutions to grow overall load volume
• Identify and implement solutions to improve service and coverage of booked loads using internal fleet assets or third-party freight matching systems, escalating loads as needed to ensure coverage
• Coordinate and execute the transition of customer accounts from the sales team to the customer service team
• Drive service and relationship accountability across production teams
• Take ownership of customer satisfaction issues and follow through to resolution
• Track high-priority loads and lanes, escalating delays or problem areas as needed
• Build and maintain senior-level relationships with customers
• Mentor and develop customer service representatives in an environment where they can excel
• Research industry developments and recommend best practices for improvement
• Analyze data and reports to identify network trends and opportunities for improvement and efficiency
• Monitor progress toward monthly company goals and drive team performance to achieve them
• Hold employees accountable while maintaining a positive and motivated team culture
• Create action plans to address service failure trends

• 1-3 years of experience supervising a customer service department
• 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)
• Ability to demonstrate a proactive commitment to the company's corporate values and the success of all staff

• Four-year college degree from an accredited institution, or equivalent, preferred but not required
• Trucking industry experience a plus
• Customer service environment experience preferred

• $55,000-$70,000 salary plus bonus

This is an opportunity to lead a customer service team responsible for driving load volume growth and strengthening customer relationships, playing a key role in the company's overall growth and stability.