Customer Service Manager

Description:

The Customer Service Manager is responsible for leading customer service while working closely with operations to ensure service execution, performance consistency, and customer expectations are met. This role ensures customers receive accurate, timely, and professional support related to shipments, scheduling, billing, capacity, and service recovery. The manager acts as a key liaison between customers and internal teams, driving service reliability, communication, and continuous improvement. Key Responsibilities Serve as the escalation point for complex service issues, including delays, equipment shortages, service failures, or claims Partner closely with Operations, Dispatch, Fleet, Safety, and Sales to ensure customer commitments align with operational capabilities Oversee day-to-day order entry, order management, customer communications related to load status, ETAs, disruptions, accessorials, and exceptions Establish and monitor key performance indicators (KPIs) such as on-time performance, response time, claims, billing accuracy, and customer satisfaction Support customer onboarding, contract reviews, and service expectation alignment Develop and maintain customer service SOPs and training materials aligned with operational standards Analyze customer feedback, service failures, and root causes to drive corrective actions and process improvements Assist with customer retention and growth by strengthening relationships and proactively addressing service risks Prepare and deliver service performance reporting to leadership and customers as needed Develop a customer service team

Requirements:

Degree in Business, Supply Chain, Logistics, or related field (preferred) 10+ years of experience in customer service within transportation, logistics, or supply chain operations 5+ years of people leadership or supervisory experience Strong understanding of bulk transportation operations, terminology, and service dynamics Proven ability to manage escalations, prioritize competing demands, and work across functional teams Experience working with TMS, CRM, and standard business systems Skills & Competencies Customer-centric and service-recovery mindset Strong communication and relationship-management skills Ability to translate operational issues into clear customer communication Data-driven decision making and continuous improvement focus Calm, decisive leadership in fast-paced, high-pressure environments Strong organizational and time-management skills