SUMMARY
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 Warren. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives, and serving as liaison between the customer and Warren.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Lead load volume growth by developing CSR team to have a “book the load” mentality
- Shepherd new business into Warren production by creating buy-in with Operations state holders
- 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 escalate loads to get them covered.
- Coordinate and execute the customer business transition from sales team to customer service team.
- Take ownership of customer satisfaction issues and follow up with problems through 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 an environment where they can excel.
- Research industry developments and recommend best practices for areas of improvement.
- Promote and sell Warren service to active, inactive, and potential customers; serving as liaison between customers, WTI, WSL, Sales and operations.
- Performs other duties, tasks, or responsibilities as assigned.
EDUCATION & EXPERIENCE
- 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.
- 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)
- Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.
WORKING CONDITIONS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Constantly in a stationary sitting position and occasionally will move around.
- Constantly operate a keyboard and mouse and constantly utilize a computer monitor(s).
- Constantly conversing with internal and external customers in person or via a phone system.
EEO STATEMENT
Warren Transport is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age (40 or older), status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.