Customer Service Operations Manager

Bay and Bay Transportation - Eagan, MN

Full-time - Manager

Eagan, MN

Truck Transportation

About the position

The Customer Service Operations Manager is responsible for ensuring exemplary customer service while maintaining driver and contractor safety, profitability, and utilization. This role involves supervising a team, managing customer service operations, and ensuring effective communication between customers and various departments. The manager will also oversee freight network profitability and ensure compliance with safety regulations.

Responsibilities

• Complete timely performance appraisals and salary reviews based on corporate guidelines.
• Assist with interviewing, selecting, and training new employees.
• Responsible for retention and maximum productivity on dedicated and OTR fleets.
• Coordinate activities and participate in decision-making as a member of the management team.
• Manage team to ensure emails and phone calls are responded to quickly and concisely.
• Maintain pertinent information by ensuring each position has a well-laid-out SOP.
• Manage team to efficiently pull tenders, enter freight, and communicate changes to freight.
• Act as a liaison between customers and all departments regarding customer metrics and profiles.
• Build strong relationships with the sales team to manage customer relationships effectively.
• Ensure appointments and reschedules are updated promptly and efficiently.
• Perform end-of-day duties including following up on open issues and completing all communication.
• Maintain and understand customer scorecards including commitments and On-Time Delivery.
• Maintain regular and consistent attendance, and perform miscellaneous duties as assigned.
• Manage freight acceptance for the Network, ensuring a 10% oversold balance across the network.
• Manage surge acceptance to meet customer needs and ensure the highest paying freight is taken.
• Manage CSMs to ensure internal and external award communication is executed successfully.
• Identify challenges with lanes and shippers and propose solutions for all parties involved.
• Understand customer procedures with overweight, claims, cargo, and security to comply with regulations.
• Manage team to ensure appointments have enough time to meet Hour Service Regulations safely and legally.
• Verify and update trailers at locations to ensure accurate trailer pools and reduce unnecessary deadhead.
• Confirm customer locations have trailers available or live unloads to turn drivers efficiently.
• Ensure pickup and delivery times are set accurately with the correct numbers.

Requirements

• 4-year College Degree and/or previous transportation experience preferred.
• Working knowledge of internal computer systems and programs, including transportation management systems.
• Ability to multi-task and be detail-oriented with strong written and verbal skills.
• Effective communication and listening skills.
• Ability to work in a fast-paced environment.

Benefits

• Solid company PTO policy
• Paid company holidays
• 401K
• Full medical, dental, and vision insurance options
• Short and long-term disability insurance
• Life insurance
• New modern office facility with on-site fitness center
• Standing desks and recreational games
• Advancement opportunities with various options for growth