Company Overview Fleetmaster Express, Inc. has established itself as a leading provider of premium truckload services. With a comprehensive range of offerings including trucking, brokerage, warehousing, logistics management, and storage, we are dedicated to meeting our customers' diverse needs through trust and clear communication. Position Summary The Customer Service Manager is responsible for leading the Customer Service Department and ensuring that exceptional service is provided to Fleetmaster Express customers. This position oversees customer service personnel, manages customer relationships, resolves service issues, and works closely with Operations, Driver Managers, Fleet Managers, Revenue & Accounting, and Sales to ensure customer expectations are consistently met. The Customer Service Manager is responsible for driving customer satisfaction, improving operational communication, developing team members, and implementing processes that enhance service quality while supporting the company's operational and financial objectives. ________________________________________ Qualifications Education & Experience Bachelor's degree in Business, Transportation, Logistics, or a related field preferred. Minimum of three (3) years of experience in customer service, transportation, logistics, or a related field. Previous supervisory or management experience preferred. Experience working in the trucking or transportation industry is preferred. Experience utilizing Transportation Management Systems (TMS) is preferred. ________________________________________ Essential Responsibilities Lead, coach, and develop the Customer Service team while fostering a culture of accountability and exceptional customer service. Serve as the primary escalation point for customer concerns, service issues, and operational exceptions. Build and maintain strong customer relationships through proactive communication and timely issue resolution. Coordinate daily customer service activities with Operations, Fleet Managers, Driver Managers, Dispatch, Revenue & Accounting, and Sales. Monitor shipment status and proactively communicate delays, service interruptions, and delivery updates to customers. Ensure customer requests are handled accurately and efficiently while maintaining high service standards. Assist with customer onboarding and implementation of new accounts. Develop departmental procedures that improve communication, efficiency, and customer satisfaction. Analyze customer service metrics and identify opportunities for continuous improvement. Ensure compliance with company policies, procedures, and customer service standards. Build and maintain customer scorecards to track performance and support customer business reviews. Prepare reports and communicate service trends and customer concerns to leadership. Support company initiatives related to customer retention, operational performance, and business growth. ________________________________________ Skills & Competencies Strong leadership, coaching, and employee development skills. Excellent verbal and written communication skills. Outstanding customer service and relationship-building abilities. Strong organizational, analytical, and problem-solving skills. Ability to prioritize multiple responsibilities in a fast-paced transportation environment. Knowledge of transportation operations and freight movement. Working knowledge of FMCSA and DOT regulations preferred. Proficient with Microsoft Office Suite and Transportation Management Systems. Experience with AS400, TMW, Trimble, Omnitracs, customer portals, and Electronic Data Interchange (EDI). ________________________________________ Equipment Used

AS400 TMW

Transportation Management System (TMS) Trimble Transportation Omnitracs Microsoft Office Suite Microsoft Teams Customer Portals Electronic Data Interchange (EDI) ________________________________________

Key Performance Metrics Customer Satisfaction Customer Retention On-Time Service Response Time Service Failure Resolution Customer Communication Load Visibility Shipment Accuracy Escalation Resolution Operational Efficiency Team Performance Customer Account Growth Pay:

From $70,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Do you have experience leading a team?

Experience:

Transportation :

3 years (Preferred)

EDI:

1 year (Required) AS400: 1 year (Required)

Work Location:

In person