Customer Service Manager
12 hours ago
Responsible for leading the Customer Service team and leading the daily operations of executing customer freight. Responsible for exceeding customer expectations and growing revenue of existing accounts. Work closely with external customers and internal operations group to support an efficient operation and provide additional value to our customers. In addition to the customer operations, will be responsible for business development and revenue growth with strategic customers for PTI.
Essential Functions/Specific Responsibilities:
- Lead and develop process that allows PTI to manage and solicit business from key customer base by using daily available capacity.
- Lead the organization toward tracking and monitoring various key factors: service, trailer needs, freight acceptance/decline, etc. for customers.
- Understand how the individual customers measure PTI and develop processes to meet/exceed the customers' expectations in those areas.
- Responsible to manage and distribute various customer driven scorecards to Operations and PTI leadership, highlighting opportunities and improvement areas.
- Work closely with sales to expand business revenue by exploring all dedicated, rail, and logistics opportunities with our key customers.
- Lead the team toward meeting target load volumes with current customers.
- Monitor and track loads to follow up with customers on any service issues.
- Maintain knowledge of customer contractual agreements relative to trailer pools, accessorial charges, service reporting, etc.
- Support Customer Service team daily functions as needed.
- This role is required to be in the office 5 days a week and work during normal business hours.
Skills Required for Success:
- Decisiveness
- Communication
- Time Management
- Self-Motivation
- Teamwork
- Conflict Resolution
- Computer Expertise
Education and Experience Requirements:
- Minimum of an associate degree in a related field required.
- Two or more years of transportation experience preferred.
- Three to five leadership experience is required.
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