Customer Service Manager

MODERN TRANSPORTATION SERVICES LLC•Robinson Township, PA

About The Position

The Customer Service Manager is responsible for leading customer service while working closely with operations to ensure service execution, performance consistency, and customer expectations are met. This role ensures customers receive accurate, timely, and professional support related to shipments, scheduling, billing, capacity, and service recovery. The manager acts as a key liaison between customers and internal teams, driving service reliability, communication, and continuous improvement.

Requirements

Degree in Business, Supply Chain, Logistics, or related field (preferred)
10+ years of experience in customer service within transportation, logistics, or supply chain operations
5+ years of people leadership or supervisory experience
Strong understanding of bulk transportation operations, terminology, and service dynamics
Proven ability to manage escalations, prioritize competing demands, and work across functional teams
Experience working with TMS, CRM, and standard business systems
Customer-centric and service-recovery mindset
Strong communication and relationship-management skills
Ability to translate operational issues into clear customer communication
Data-driven decision making and continuous improvement focus
Calm, decisive leadership in fast-paced, high-pressure environments
Strong organizational and time-management skills

Responsibilities

Serve as the escalation point for complex service issues, including delays, equipment shortages, service failures, or claims
Partner closely with Operations, Dispatch, Fleet, Safety, and Sales to ensure customer commitments align with operational capabilities
Oversee day-to-day order entry, order management, customer communications related to load status, ETAs, disruptions, accessorials, and exceptions
Establish and monitor key performance indicators (KPIs) such as on-time performance, response time, claims, billing accuracy, and customer satisfaction
Support customer onboarding, contract reviews, and service expectation alignment
Develop and maintain customer service SOPs and training materials aligned with operational standards
Analyze customer feedback, service failures, and root causes to drive corrective actions and process improvements
Assist with customer retention and growth by strengthening relationships and proactively addressing service risks
Prepare and deliver service performance reporting to leadership and customers as needed
Develop a customer service team