Customer Service Manager-Final Mile (Omaha, NE)

| Omaha, NE
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We are looking for a Customer Service managers for Final Mile. The Customer Service Manager serves as the direct liaison between assigned Customers and the network of agents performing the services. The CSM maintains and nurtures revenue growth with established customer accounts by building a strong rapport with their counterpart at the account.

Responsibilities:
  • Attend and/or conduct 'on boarding' calls for new customers
  • Schedule and conduct system training calls for new customers
  • Organize a schedule and perform consistent phone calls with customers to maintain/grow the relationship
  • Navigate Final Mile portals and assist customers with using their Final Mile portals
  • Acknowledge customer phone calls within 30 minutes of receipt
  • Answer customer questions within 2 hours of receipt or at a minimum update the customer within 2 hours of receipt
  • Return customer emails within 30 minutes of receipt
  • Obtain spot quotes from agents and sell to customers at a predetermined gross profit within 2 hours of receipt of the request. If not obtainable in that amount of time respond back to the customer with an update
  • Create/enter orders as necessary
  • Clear shipment errors from the Final Mile portals
  • Manage widget exceptions in Customer Service Manager portal
  • Seek 'accessorial' approval from customers quickly for additional services provided (goal of < 20 minutes)
  • Keep and maintain all required records/spreadsheets current inappropriate e-drives, e-files, etc
  • Meet established KPIs - Key Performance Indicators
  • Respond to after-hours phone calls from customers/agents via assigned/rotatable "on-call" phone
  • Take home and use company-provided mobile phone and/or laptop if issued when necessary
  • Perform other related duties as assigned by supervisory personnel
  • Timely and regular attendance according to the scheduled shift as determined by supervisory personnel.


Qualifications:
  • Knowledge of the transportation industry and terminology is usually gained through practical experience and on-the-job training.
  • Knowledge of Final Mile customer service policies and practices
  • Proficient in operating a P.C. and laptop to navigate Final Mile portals and internet
  • Ability to speak with a clear and discernable telephone voice
  • Skilled in creating clear and concise emails with minimal spelling and grammatical errors


Education:
  • A minimum of a Bachelor's degree from an accredited college or university or equivalent
  • Two to three years of customer service experience preferred
  • Two to three years of transportation/brokerage experience preferred 0-24 %


Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.
More Information on Werner Enterprises
Werner Enterprises operates in the Logistics industry. The company is located in Omaha, NE. Werner Enterprises was founded in 1956. It has 10001 total employees. It offers perks and benefits such as Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance, 401(K) and Employee Stock Purchase Plan. To see all 35 open jobs at Werner Enterprises, click here.
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