# Customer Service Manager

**Company:** [Ethos](null/companies/cKcXLGpZM1gmXtnUACMPn9.md)
**Location:** Cedar Falls, United States
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](null/view/da4bf11f-2def-4ca4-b89a-850b9fd83ac5)

## Description

**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 escalate 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 - 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.

## Requirements

_**·         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)

## Benefits

-   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