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.

ESSENTIAL JOB FUNCTIONS

• 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 customer to maintain/grow relationship
• Navigate Final Mile portals and assist customers with using their Final Mile portals
• Obtain spot quotes from agents and sell to customer at predetermined gross profit
• Create/enter orders as necessary
• Clear shipment errors from the Final Mile portals
• Manage widget exceptions in CSM portal
• Seek 'accessorial' approval from customer quickly for additional services provided (goal of
• Keep and maintain all required records/spreadsheets current in appropriate e-drives, e-files, etc
• Meet established KPI's - Key Performance Indicators
• Perform other related duties as assigned by supervisory personnel
• Timely and regular attendance according to the scheduled shift as determined by supervisory personnel.

EDUCATION AND EXPERIENCE

• Bachelor's degree from an accredited college or university or equivalent
• Two to three years customer service experience preferred
• Two to three years transportation/brokerage experience preferred

CONFIDENTIAL INFORMATION

This position is exposed to confidential customer lists, agent rosters, and contracted rates which cannot be shared with anyone outside the Final Mile Division without prior approval.

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.