Customer Service Manager

Job DetailsJob Location: Green Bay, WI 54302Job Category: TransportationPrimary Purpose The Customer Service Representative (CSR) serves as the frontline liaison between WSW Logistics’ customers and the internal operations team. This role ensures every load is entered, communicated, and executed accurately while maintaining strong customer relationships. The CSR is accountable for delivering high-quality service, supporting revenue growth, and reinforcing WSW’s commitment to reliability and professionalism. Current focus: order entry and customer coordination for a 40-truck, home-daily fleet. Future state: evolves into proactive account management and growth support as the fleet expands and integrates regional, over-the-road, and brokerage operations. --- Core Responsibilities 1. Customer Order Management · Receive, review, and confirm load tenders via email, EDI, or customer portals. · Accurately enter shipment details into TruckMate (pickup/delivery times, commodity, references, equipment, and pricing). · Verify customer requirements and accessorial details before releasing loads to planning. · Maintain visibility of all active shipments, ensuring timely updates and corrections. 2. Trailer Coordination & Visibility · Track trailer locations, availability, and dwell time in TruckMate. · Communicate with customers and internal teams to ensure correct trailer positioning. · Verify trailer balances at customer facilities and identify issues proactively. · Support Planner and Fleet Leader in aligning trailer supply with scheduled freight. 3. Internal Coordination & Handoff · Immediately communicate new or modified load details to the Planner. · Provide organized and complete load packets (rate confirmation, BOLs, special notes). · Partner with Fleet Leaders for exception management, ensuring consistent communication. · Collaborate with Billing to ensure invoices are accurate and documentation complete. 4. Customer Communication & Relationship Ownership · Serve as the primary contact for assigned customer accounts. · Provide shipment updates, resolve inquiries, and address issues promptly. · Communicate schedule changes, accessorial approvals, and service updates proactively. · Reinforce WSW’s service commitment through professional and timely interaction. 5. Customer Solicitation & Business Support · Identify opportunities for new or expanded freight from existing customers. · Support the Sales and Operations leadership teams with data insights and volume trends. · Re-engage dormant or inactive accounts through professional outreach. · Represent WSW Logistics’ brand and service capabilities in customer interactions. 6. Continuous Improvement & Ownership · Maintain accountability for load quality from entry through delivery. · Identify recurring process issues and recommend workflow improvements. · Participate in team huddles and improvement initiatives (automation, system efficiency). · Act as a customer advocate while balancing internal operational priorities. Qualifications