Customer Service Manager: Schneider National, Inc.

Job Summary:

The Customer Service Manager is accountable for the strategic service to the customers. Responsibilities include recruiting, developing, and managing a team of associates. They will interface closely with appropriate organizational functions and customer contacts, as well as ensure operational alignment with account management. They will function as a business partner to their account, assuming responsibility for identifying and addressing quality/transportation issues. Customer Service Manager will support and implement new Enterprise initiatives.

Duties and Responsibilities:

1. Provide operational & staffing direction to include interviewing, hiring & job offers
2. Pursue to implement cost savings opportunities for SLI and/or the customer
3. Share and promote associate recognition
4. Accountable for coaching, mentoring, developing and managing a team of associates
5. Conduct Business Partnerships, Mid-years, Performance Appraisals & Individual Development Performances reviewing accomplishments and metrics
6. Develop and implement processes to achieve metrics and ensure customer requirements
7. Assist in the start-up of accounts as it pertains to workflow processes.
8. Support and help manage special projects within CS and/or other SLI groups
9. Develop system knowledge to apply SLI tools appropriately
10. Work with Account Management and Provider Services to create and implement account specific transportation capacity plans
11. Develop and maintain relationships with carriers to execute service and savings agreements for the customer
12. Actively participate in the development and/or adherence of the annual budget
13. Accountable for ensuring Quality ISO/RCMS compliance
14. Ensure an audit of work quality and regular reviews of work instructions.
15. Interface with appropriate departments and customer/carrier contacts to enable superior operational execution
16. Identify deep sell opportunities within your account

Skills Required:

1. Bachelor’s degree preferred in a related field or minimum 5 years relevant work experience, to include direct leadership of associates
2. Transportation / Logistics knowledge strongly preferred
3. Strong leadership skills with proven ability to coach and develop associates into an effective, highly motivated, results oriented team
4. Effective oral, written and interpersonal communication skills with ability to influence and negotiate
5. High initiative with strong work standards
6. Strong conflict resolution and stress tolerance skills
7. Sound judgment skills which consider decisions impacting associates and the business
8. Ability to multi-task and delegate as needed
9. Ability to lead, facilitate, develop and conduct presentations preferred