Customer Service Manager (CSM)

US-UT-Salt Lake City
Job ID
2017-4282
# Positions
5
Category
Customer Service/Support

Overview

Customer Service Manager (CSM):

Customer Service Managers are at the forefront of a fast-paced strategic environment. Our customers require individuals who think strategically and plan ahead of rapidly changing situations while maintaining a positive team oriented attitude. Customer Service Managers must be organized, engaged with the team and a strong, results-driven, work ethic.

Responsibilities

 

 Service and Sales activities include but are not limited to:

 

  • Soliciting and acquiring daily, weekly, and monthly freight
  • Accurately booking orders and entering data in the system
  • Developing and maintaining strong customer relationships
  • Managing equipment/freight balances daily for responsible market
  • Maintaining freight commitments using system tools
  • Communication with the customer on load changes, status updates, and late load notice.  Document communication events.
  • Track freight to proactively seek out issues that may cause late deliveries and ability to coordinate plans to swap to save on-time delivery.
  • Quickly and effectively problem solve issues.
  • Strong follow through and ability to frequently update customers on high profile loads.
  • Ability to multi-task while maintaining organization.
  • Update customers on availability of equipment.
  • Escalate issues to management.

Documentation of customer operating procedures

Qualifications

  • Requires strong phone and interpersonal skills
  • Strong sales work ethic
  • Excellent customer service and a pro-active mind set
  • Prior inside sales experience-prospecting, account management, and account development
  • Strong, results-driven, work ethic
  • Prior transportation experience preferred 
  • Proficient understanding of Microsoft Excel, Word, Powerpoint, and Outlook
  • AS400 and TMS familiarity preferred             
  • Demonstrated skill in management of large account relationships
  • Ability to de-escalate upset customers, understanding the process of listening, showing sympathy, offering solutions, and closure
  • Ability to communicate in detail and ability to recognize what detail is important to each specific customer
  • Dedicated work ethic

C.R. England offers a highly competitive compensation package and company perks that include but are not limited to:

  • Salary and monthly bonus
  • Weekly pay
  • Medical, dental, life, vision, paid vacation, matching 401K
  • Onsite gym with towel service, restaurant, convenience store, bank, and medical clinic
  • Work-hard/play-hard culture

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