Customer Relations Manager

Job Description Job Title: Client Service Manager Department: Customer Relations Reports to: Director of Customer Relations Effective Date: 2.13.2026 Position Overview The Client Service Manager will resolve any issues that arise to ensure customers are satisfied with our services. In this role, the Client Service Manager will be an excellent communicator who is able to grasp customer needs and brainstorm ways to fulfill them. Will help promote a team environment with the Customer Relations Team and Operating personnel, will provide support and day-to-day aid to the customer relations team. The goal of this position is to help the company safeguard our revenue and retain our customers. Partner with team Lead to work on growth. Key Duties and Responsibilities Responsibilities include but are not limited to: Primary Function is Retention and excellent communication. Provide informed input for new opportunities and follow the opportunity process through the Sales team. Set Monthly Touch base calls with assigned accounts to include your team lead.CO-Prep and Team Leader topresent. Serve asmainpoint of contact for all assigned accounts and main point of contact for all communications while following theprocess. Maintain all owned customer contact and transportation profile information within theTMS. Follow strict guidelines on submission of orders to order entry teamand followall the way through the Order Life CycleProcess. Proactivelysubmitclaims within48 hoursof receiving to include updates tocustomer. Initiate customer calls,if there are issues, recap all calls in "LOG a call" withinRevenovawith a proactive follow-up email. To set Bi-weekly- Monthlyor Quarterlycalls with customers Actively alert customers to detention/accessorialsseeking approval by way ofaccessorial processand then responsible for completing the load. Daily trackingreviewvia non-pickupreportand non-delivery reports on CRM DailyDashboard.Direct tooperationsto request systemupdates andso the CRM canupdate customers. Proactivelysetup reportingfor customers from tracking to KPIs for customers Monitor customer shipping patterns toidentifyinfractions. Offer Customer Portal login andtrainingfor volume accounts. Demonstrate the ability to effectively trainbackupsand peercoach. Demonstrate the ability to be efficient and effective in front-end operations while adhering to all company programs and proceduralcompliance. Adhere to all company policy andproceduresand safetystandards. Follow procedureonDialpad loginacceptance. Alert all customers to your backup when out of office and putting your email notification on Act resourcefully to ensure that work is completed within a specified time and qualityparameters. Focus on Service; accuratelyidentifycustomers'requirements. Identifywhat needs to becompletedandaccomplish the task. Review the task board daily tocomplete bydeadlines. Initiate Corrective Action through the CAPAprocess. Based on assigned accounts to manage, escalateto Team Leaders if not getting accomplished or understanding. Skills and Requirements Proven experience as a Customer Relations Manager, 2 yearsrequired. Experience working ina Transportationindustry, 2 yearsrequired. Proventrack recordof meeting and exceeding targets Background in customerservice;industry knowledge is aplus. Experience tracking relevant KPIs (e.g.,customer satisfaction) Proficient in MS Office, with working knowledge of CRM and TMS platforms (e.g.,Salesforce) A customer-oriented attitude Excellent communication and negotiation skills Problem-solving aptitude Ability to work well with ateam. Associate degree or BA in Business Administration Competencies Personal Effectiveness Competencies: Customer Focus - Efficiently and effectively addressing the needs of clients/customers. Providing Personalized Service Actively listens to customers to understand customer needs andgoals. Provides prompt, efficient, and personalizedassistanceto meet the requirements, requests, and concerns ofcustomers. Provides thorough,accurateinformation to answer customer questions andconcerns. Acting Professionally Is pleasant, courteous, and professional when dealing with internal or externalcustomers. Develops constructive and cooperative working relationships withcustomers. Iscalm and empathetic when dealing with difficultcustomers. Keeping customers Informed Keeps customers up to date about hot loads or problemloads. Adjusts service based on customerfeedback. Communication - Listening, speaking, reading, writing, and signaling so others can understand. Reading Locates, understands, and interprets written information in reports, emails, faxes, BOLs, PODs, andforms. Recognizes and interprets the value of numbers and what they mean to the operation (i.e., daily metrics dashboard) Critically evaluates and analyzes information in writtenmaterials. Applies what is learned from written material to follow instructions and complete specifictasks. Creates documents such as emails, faxes,reports. Communicates thoughts, ideas, information, messages in a logical, organized, and coherentmanner. Ideas are well developed with supporting information andexamples. Speaksclearly and confidently in a logicalmanner. Speaks using common English conventions including proper grammar, tone, andpace. Is a persuasive presenter, using sound arguments backed up with financial or transit timedata. Can be a win-win negotiator, proving added value to customer and UC Group Listening and Following Directions Picksout valuable information in verbalmessages. Understands and acts upon instructions to completeassignments. Teamwork- Working cooperatively with others to complete work assignments. Working with Others Demonstrates the ability to work responsibly on ateam. Assistsothers who have less experience or have heavyworkloads. Willingness to learn newaccounts. Determineswhen to be a leader and when to be a follower depending on what is needed to achieve the team's goals andobjectives. Ability to teach other team members about youraccount. Resolving Conflicts Critical & Analytical Thinking - Processing sufficient inductive and deductive reasoning ability to perform job successfully. Reasoning Drawsconclusions from relevant and/or missinginformation. Apply Critical thinking skills to formulate solutions toproblems. Mental Agility Identifiesconnections betweenissues. Quickly understands, orients to, and learns newassignments. Shifts gears and changes direction when working on multiple projects orissues. Integrity - Displaying accepted social and work behaviors. Behaving Ethically Abides by a strict code of ethics andbehavior. Choosesan ethical course of action and does the right thing, even in the face ofopposition. Differentiatesbetween legal and ethicalissues. Performs work-related duties according to laws, regulations, contract provisions, andpolicies. Acting Fairly Treats others with honesty, fairness, and respect Makes decisions that are objective and reflect the just treatment ofothers. Takesresponsibility foraccomplishingwork goals within acceptedtime limits. Accepts responsibility for one'sactions. Attempts to learn frommistakes. Takes personal responsibility andaccountability. Professionalism - Displaying accepted social and work behaviors. Demonstrating Self-Control Deals calmly and effectively with stressfulsituations. Maintaining Professional Demeanor Projects a professional image of oneself and the organization Dresses appropriately for occupation and its requirements Demonstrates a cheerful outlook towardswork. Takes Pride in one's work and the work of theorganization. Initiative - Demonstrating a willingness to work. Persisting Pursues work with energy, drive, and a strong accomplishmentorientation. Persists andexpendsextra effort toaccomplishtasks even when conditions are difficult, or deadlines aretight. Persists at a task or problem despite interruptions, obstacles, orsetbacks. Taking Initiative Takesinitiative in seeking out new workchallenges. Strives to exceed standards andexpectations. Establishes andmaintainspersonally challenging but realistic workgoals. Working Independently Can perform effectively even with minimal direction, support, or approval and without directsupervision. Exhibits confidence in capabilities and an expectation to succeed in futureactivities. Willingness to Learn - Understanding the importance of learning added information for both current and future problem solving and decision making. Demonstrating an Interest in Learning Demonstrates an interest in personal learning anddevelopment. Seeks feedback from teamleadabout how to improve and develop, andmodifiesbehavior based on feedback or self-analysis of pastmistakes. Treats unexpected circumstances as opportunities to gainexperience. Participating in Training Identifieswhen it is necessary toacquirenew knowledge andskills. Take steps to develop andmaintainknowledge, skills, andexpertisenecessary to achieve positiveresults. Participates fully in relevant training programs and actively pursues other opportunities to develop knowledge andskills. Integration and Application Integrates newly learned knowledge and skills with existing knowledge andskills. Knowledgeable on relevant modes of transportation (Air, Ocean, Small Parcel, LTL, TL, Partial, Flatbed, etc.) to provide effective solutions and clientservice. Usesnewly learned knowledge and skills to complete specifictasks. Dependability & Reliability - Displaying responsible behaviors at work. Fulfilling Obligations Behaves consistently andpredictably. Is reliable, responsible, and dependable in fulfillingobligations. Diligently follows through on commitments and consistently meetsdeadlines. Demonstrates regular and punctual attendance,rarely islate for meetings orappointments. Follows written and verbaldirections. Complies withorganizational rules, policies, andprocedures. Attending to Details Diligently checks work to ensure that all essential details have beenconsidered. Notices errors or inconsistencies that others have missed, and takes prompt, thorough action to correcterrors. Adaptability & Flexibility - Being open to change and to consider variety in the workplace. Entertaining New Ideas Isopen to considering new ways of doingthings. Actively seeks out and carefully considers the merits of innovative approaches towork. Embracesinnovative approaches whenappropriateand discards approaches that are no longerworking. Dealing with Ambiguity - Easily changes gears in response to unpredictable or unexpected events, pressures, situations, and job demands. General (On-Going): Ensure that customer performance goals are met or exceeded.(Measure Weekly & Monthly) Always accommodate thecustomerthe best you can within your authority. Communicate with customers ina timelyand efficient manner consistent with our goalto providesuperior customer service. Answer all customer calls withintworings. Never leave a customer on hold. Communicate any potential service failures with customers before they are adversely affected (after conferring with the Director, if available) All emails must always address the customer, issue/ problem, solution, and end with a professional closing. Practice candor with customers, avoid assumptions with carriers, and respondtimelyto unanswered questions with the correct answers. Goals: To meet and improve the accounts revenue currently assigned and measured by KPIs. Meeting or exceeding KPIs for Customer Retention. Give superior Customer Service even if that means tracking loads after hours or on a weekend to helpretainthis customer. Meet or exceed the customer's standard requirements for tracking,schedules,and performance reports. Be a problem solver for customer issues. Following SOPs for each customer as written.Look for improvements on an ongoing basis. Help create a professional and fun level of morale in the work environment. Promote one fresh idea for improvement permonth. The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.

Created: 2026-03-04