Customer Service Manager

Job Description:

PRIMARY FUNCTION:
The primary function of Customer Service Manager is to manage the Customer Service department by creating methods on continuous improvement through daily delegation, weekly activities, and providing excellent leadership and management guidance.

DUTIES AND RESPONSIBILITIES:

• Manage and continually work on improvements with the PreBook freight process
• Supervisor the soliciting and booking of additional freight
• Manage annual reviews for all members of the Customer Service Department to ensure timely implementation and development on each individual
• Ensure that the freight system is in equilibrium and in balance through the continual monitoring and management of saturation levels between geographical areas in the North American market
• Manage the process for the Drop Yards daily lot checks and update of the TMS.
• Ensure customer commitments are being met on a daily basis
• Manage length of haul and empty miles by division then feedback the information to the proper management resources
• Provide Summary Data to Executive Management on all KPI’s and review needs for improving the system
• Moderate travel required
• Increase load numbers offered to LMC Department
• Manage the Customer Service System to reduce and eliminate layovers of company assets
• Manage ETA change process to ensure optimal decisions are made on load assignments and driver availability
• Other duties as assigned

MINIMUM QUALIFICATIONS/EXPERIENCE:

• Four-year degree in Transportation and Logistics preferred
• Fluent in computer applications, keyboard proficiency and 10-key
• Ability to plan, organize, be attentive to detail, and possess strong problem-solving skills
• Possess a courteous yet assertive telephone personality
• Ability to function in a fast-paced work environment
• Ability to stay organized on multiple tasks

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

• Must be able to sit and use a telephone and computer simultaneously for extended periods of time
• Must be able to speak and hear clearly in a high volume telephone environment

TMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.