Customer Service Manager

Summary of Key Responsibilities

Responsibilities and essential job functions include, but are not limited to the following:

• Lead your team that serve as the first line of communication for assigned customers, managing customer needs including resolving service issues or referring customers to the proper departments as necessary to ensure their issues are resolved
• Audit the team’s timeliness, accuracy and pace processing communications and detailed customer load information by email, telephone, customer websites, or electronic tendering (EDI). 
• Manage customer EDI compliance.
• Ensure your department accurately and timely inputs all load information into the operating system.
• Solicit and secure freight for current and anticipated available capacity. 
• Guide your team in monitoring and tracking loads so that follow up can be made to the customer regarding issues that could affect on-time pick up or delivery.
• Certify your team update customer websites timely, with the necessary information.
• Effectively maintain, build and grow relationships with existing and/or new customers.
• Research, review, coordinate, present, manage and report on assigned customer scorecards. 
• Safeguard service issues by researching and coding all applicable service failures in the system.
• Coordinate with Network Pricing team and directly negotiate rates with assigned customers. 
• Anticipate and facilitate problem resolution on all load issues to meet or exceed commitments and total customer expectation. This includes drafting and submitting customer action plans as needed. 
• Provide direction to the Operations team regarding priority load recovery. 
• Actively lead the customer service department by managing customer needs.
• Coordinate and lead regular customer meetings. 
• Coordinate with the sales team regularly regarding needs, service, customer expectations, etc.
• Prepare and present customer reviews to management.  
• Communicate effectively and professionally with customers, operations personnel and executive leadership.
• Perform any other reasonable related job duties or tasks as required or assigned by management

 Knowledge, Skills, and Abilities:

• Ability to multi-task in a fast-paced environment; attention to detail critical
• Ability to communicate effectively both in person and on the phone with customers and peers. 
• Ability to manage complex transactional or emotional customer situations promptly and professionally.
• Ability to prepare and present customer information in a competent, confident and professional manner. 
• Ability to adhere to all company, state and federal regulations, policies and procedures
• Ability to read, write and speak English fluently; bi-lingual Spanish a plus
• Ability to travel to onsite customer meetings up to 4 times per year. 

Qualifications

Summary of Experience and Education 

• Very strong computer skills including Microsoft Office Suite, Internet and web-based applications
• 2 years previous sales/ Account management. 
• 2 years truckload transportation.
• Prior McLeod Transportation Software knowledge is preferred but not required
• Prior experience utilizing DAT360, Internet Truckstop and/or other freight-based websites preferred but not required.

ABCO Transportation is a freight shipping company based in Florida that specializes in nationwide truckload refrigerated shipping. ABCO has become a leader in the transportation industry by offering our customers the latest in technology while staying ahead of the constantly changing demands of the marketplace. With our responsible team of caring professionals, GPS mobile communication, cutting edge technology to state of the art equipment we are always ready to meet the ever changing needs of our customers.

We offer a competitive wage with benefits, apply today via www.driveabco.com