Customer Service Manager

FFE Transportation Services•Lancaster, TX

About The Position

You will own team performance, service execution, and consistency across order entry, communication, and issue resolution. This is a hands-on leadership role requiring strong people leadership, sound judgment, and the ability to operate with urgency. This is not a purely administrative role. You will be actively involved in daily operations, guiding the team, solving problems, and helping bring structure and consistency to a fast-moving environment where priorities can shift quickly.

Requirements

5 or more years of leadership experience in customer service, logistics, or operations
Experience managing teams in a high volume, fast-paced environment
Strong communication skills, both internally and with customers
Ability to coach, develop, and hold people accountable
Comfortable making decisions and operating with limited direction
Strong organizational and problem solving skills
Bachelor’s degree in Supply Chain, Business, or related field, or equivalent experience in transportation, logistics, or operations

Nice To Haves

LTL, transportation, or supply chain experience
Experience with ticketing or case management systems such as Zoho Desk or similar
Experience identifying customer trends and driving service improvements
Experience working with operational systems such as TMS, WMS, or EDI

Responsibilities

Lead, coach, and develop team leads and representatives
Set clear expectations and hold the team accountable to performance and behavior standards
Provide real time coaching, feedback, and direction throughout the day
Reinforce consistency in how work is completed across the team
Step in when needed to support, guide, or redirect
Participate in customer calls to guide conversations, resolve issues, and represent the team
Reinforce customer experience standards through daily execution and team coaching
Ensure communication is clear, proactive, and solutions-focused across all interactions
Identify recurring customer issues and trends, and escalate insights to improve the overall experience
Act as an escalation point for service-related challenges
Oversee order entry, shipment setup, tracking, and updates
Ensure accuracy of order input across the team
Maintain flow and prioritization across high volume intake channels including inbox and ticketing
Drive structure and discipline across intake channels to improve consistency and response times
Identify inefficiencies in daily workflows and implement improvements to increase speed, accuracy, and consistency
Drive adoption and improvement of case management and ticketing processes
Work directly with Planning, Terminal Operations, and Sales to align on service execution
Partner to improve service outcomes through better coordination and follow through
Ensure clear communication across teams on customer impacting issues
Identify gaps in execution and drive alignment to improve consistency
Manage staffing levels, scheduling, and daily coverage
Balance workload across the team to maintain service levels
Monitor attendance, overtime, and productivity
Adjust in real time based on volume and demand
Own KPIs, including service, response time, backlog, productivity, and order accuracy
Use data to identify gaps and drive improvement
Lead root cause discussions and reinforce accountability
Ensure consistency in performance expectations across the team