A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Knoxville, TN Job Details 1 day ago Qualifications Presentations for conferences or internal meetings Full Job Description Customer Service Center Manager (Terminal Manager) Reports to
Vice President of Operations Duties and Responsibilities:
Responsible and accountable for the overall profitability, financial soundness, safety and operational development of trucking terminal. Directs and coordinates activities of terminal; confers with subordinate management in formulating administrative and operational policies & procedures. Ensures optimum use of equipment, facilities, personnel and training. Analyzes financial and operations reports to determine requirements for increasing profits and assists upper and subordinate management in the development of annual budgets. Approves requisitions for equipment, materials and supplies within limits of operations budget. Enforces strict compliance with administrative policies, procedures, safety rules, governmental and environmental policies. Directs investigations into causes of customer or shipper complaints. Regularly reviews operational records, reports, manuals, company directives and government regulations to detect deviations from operational practices and prepares directives to eliminate infractions. Reviews shipper's accounts to identify problems, such as overdue accounts Provide oversight and assume responsibility to assure shop maintenance/operations follow internal company policy for maintenance, housekeeping, and safety. Preventative maintenance on all equipment must be maintained and coordinated to stay within company guidelines. On-call 24/7 for Terminal/Dispatch support. Respond-Onsite 24/7 to Emergencies/Job Incidents Perform IPO's -
Driver Observations Knowledge and Skills:
Strong oral presentation skills required Strong to intermediate computer skills. Able to multi-task and work in a fast-paced environment. Ability to work independently and exercise independent discretion and judgment.
Education and Work Experience:
2-5 years management experience required Minimum 2 years transportation and/or fuel experience required 2-year college degree preferred, but not required
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to drive to perform IPO's, respond to accidents, delivery incidents and other inspections that may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must take and pass drug tests and physical exams as required.
