Whiteline Express, Ltd. is a truckload carrier with headquarters in Plymouth, MI. It was founded in 1983 to provide value added services for our affiliated companies. Since that time, we have continually grown to include terminals in Plymouth, MI, Jackson Center, OH, Medina, OH, Alsip, IL, and Champaign, IL.

The cornerstone of our service strategy is to provide strategic advantage to our customers. As an EPA Smartway Partner, Whiteline Express is committed to technologies and processes that reduce our carbon footprint while protecting the environment for future generations.

Job Description: We are seeking a Customer Service Manager that will be responsible for enhancing the customer experience. This Customer Service Manager leads the Customer Service Team, which act as the points of contact for our customers. This individual will focus on issue resolution, escalation management, coordination with the Operations and Carrier Service Teams. This position holds the primary responsibility for customer retention, and identifying improvement opportunities with the department as well as organization as a whole. The Customer Service Manager works closely with the team to optimize profitability and utilization opportunities.

Duties/Responsibilities:

· Lead and coach the team on a daily basis

· Regularly monitor team performance and address or escalate shortfalls

· Responsible for ensuring the team is properly trained to execute the best performance

· Ensure customer requests are being handled timely, with constant care, and sense of urgency

· Drive ownership and proactivity

· Improve customer and team satisfaction

· Internal / External Stakeholder management

· Improve data quality through compliance checks

· Build strong relationships

· Leadership / Talent Management

· Ensure compliance with applicable federal, state and local laws and regulations, adherence to company policies and procedures, ensuring all pertinent parties are kept informed of all relevant deviations.

· Continually look for process improvement opportunities while identifying waste

· Understand & Establish KPI’s and act in line with targets. Drive continuous revenue improvement and reduce inefficiencies

· Monitor service levels and identify the root cause when target levels are not met, while advising management of potential service failures, issues, or trends

· Effective written and oral communication skills for both Internal and External Customers

· Detail orientated

· Must have a sense of urgency

Job Requirements:

· Bachelor’s Degree or equivalent with at least 5 years of functions experience in transportation or logistics required

· Effective written and oral communication skills for both Internal and External Customers

· A strong execution minded individual with analytical ability, good judgement and strong operational focus including analytical and troubleshooting skills

· Knowledgeable in the following areas:

• Pricing Truckload Rates
• Industry knowledge of rates

· DOT/Safety rules and regulations

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Associate (Preferred)

Experience:

• Trucking Industry: 1 year (Preferred)
• Customer Service: 2 years (Preferred)

Work Location: One location

Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.