Customer Service Manager

The main purpose of this elite team leadership position is to manage, solicit, assist and maintain our established customer base within a geographical area. This includes requests for loads, occasional assigning of loads, and all customer service functions needed to ensure customer satisfaction, high production levels, on-time delivery, and minimal deadhead. This position also includes training new employees, demonstrating various duties to visiting customers, involvement in the development of new processes and procedures, and mentoring peers.

ESSENTIAL JOB FUNCTIONS

The job functions listed below represent the essential job duties and responsibilities of the above-listed position.

• Receive and manage customer load requests via telephone, internet, e-mail, fax machine, and E.D.I., complete dispatch cards for input, and monitor changes in load status.
• Professionally solicit loads from customers (call lists) within regions to effectively utilize fleet, minimize deadhead, and meet driver home time needs.
• Manage load bookings for the area with awareness of commitments and capacity.
• Manage customer on-time service levels in order to meet customer needs.
• Close team interaction, maintaining daily communication with Planner, MLC, and Account Executive for the respective geographical area.
• Guide Customer Service Team in assessment and resolution of customer issues to ensure customer satisfaction, while still maintaining profitability.
• Administer the assigning of trucks to loads when needed. This includes the prioritization of loads based on customer requirements, commitments, tractor production, Fleet Manager requests, and trailer utilization.
• Communicate customer trailer needs to Trailer Pool Coordinator & Marketing Load Planner for allocation of equipment.
• Complete necessary paperwork such as load confirmations, addendums, and PIN numbers for accurate billing data base information.
• Forward all pertinent information to the after-hours staff to support 24-hour customer service.
• Perform other related duties as assigned by supervisory personnel.
• Timely and regular attendance according to the scheduled shift as determined by supervisory personnel.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of Werner Enterprises policies and procedures gained through practical experience and on-the-job training.
• Knowledge of customer service policies and practices.
• Knowledge of D.O.T. regulations with regards to the trucking industry.
• Skill in operating a P.C. including use of Internet and Intranet applications preferred.
• Strong typing skills of at least 35-45 wpm.
• Strong communication skills.
• Strong decision-making skills.

EDUCATION AND EXPERIENCE

• A minimum of a Bachelor's degree from an accredited college or university in Business Administration with an emphasis in Marketing, Management, or Transportation/Logistics, or equivalent experience.
• Three to five years customer service experience preferred.
• Three to five years transportation experience preferred.
• Two to three years AS400 or P.C. experience preferred with shipment scheduling experience within the truckload industry preferred.

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.