Apply on Employer Site

Riverside Transport, Inc. · 3 hours ago

Customer Service Manager

Kansas City, KS

Full-time

Onsite

Entry, Mid Level

2+ years exp

Riverside Transport, Inc. is a logistics company seeking a Customer Service Manager to lead and manage all aspects of their logistics operation. The role focuses on ensuring high service quality and customer satisfaction while overseeing the customer service team and managing service issues.

Customer ServiceDeliveryLogisticsTransportation

Responsibilities

Lead and solicit business from dedicated or expedited customers by using monthly average capacity

Serve as an extension of Sales to expand business revenue by exploring all opportunities with Customers

Customer Service Manager will give available lanes to department and depending on capacity of freight verse driver availability, department head is responsible for bidding available lanes

Oversees customer service team who serves as Customer's first line of communication and refer customer to the proper departments if/when necessary (i.e. Business Development, claims, etc.)

Responsible for managing service issues by researching and ensuring coding of all applicable service failures in the system to support accurate service reporting

Responsible for staff that is monitoring and tracing loads so that follow up can be made to Customers regarding late pickups and or deliveries; as well as any other changes that may occur

Anticipate and facilitate problem resolution on all load issues to meet or exceed total satisfaction of Customers

Utilize effective communication or negotiation skills, employing diplomacy and sensitivity to resolve critical or escalated issues affecting the customer, staff, or senior management

Manage on-site customer service group and customer sites

Maintains knowledge of customer contractual requirements relative to trailer pools in order to keep turns at the level set to gain optimum utilization of company equipment

Responsible for managing EDI related requirements regarding 214 Status releasing or other similar electronic transmissions as required by Customer

Create monthly reports regarding service levels for customers as well as participate on any service-oriented conference calls to supply definition

Utilize superior communication skills to motivate staff and develop effective working relationships with peers, executives and clients

Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations to meet company and customer requirements

Ensuring the customer service team upholds the values and behaviors taught in the speed of trust

Qualification

Customer service managementCommunication skillsNegotiation skillsTime managementPC proficiencyExcel proficiencyWord proficiencyTelephone skillsTeamwork

Required

Must possess professional skills deemed necessary to interact with Customers on a corporate level

Use exemplary telephone skills to present a quality-oriented image where the Customer is treated in a consistent, courteous, and efficient manner, so that the impression is one of excellence

Ability to set priorities and to communicate to areas involving changes that could affect daily operations

Keyboard skills, working knowledge of PC, Excel, Word, ability to work in a fast-paced team environment, excellent time management skills

Associate degree or equivalent from two-year college or technical school; or 2-3 years related experience and/or training; or equivalent combination of education and experience