Customer Service Manager

GENERAL DESCRIPTION OF POSITION

As Customer Service Manager, you’ll lead Lightning Transportation’s customer service team, overseeing operations, training staff, and ensuring prompt resolution of customer inquiries and concerns.

CORE VALUES

At Lightning Transportation, our core values are our guide to shape our culture. By integrating these principles into our daily operations, we aim to create a positive impact on our employees, customers, and the world around us.

Built to Serve – Making ethical decisions and prioritizing long-term benefits over short-term goals.

Hard Working – Going above and beyond to achieve our goals and deliver exceptional results.

Customer Focused – Building strong relationships based on trust, transparency, and exceptional service

Family Oriented – Treating everyone as part of our extended family, with respect, empathy, and fairness.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leadership, Management, and Accountability (LMA) of the customer service representatives in all locations.
• Developing and maintaining a strong relationship with customers by serving as the main point of contact for key accounts, addressing inquiries, complaints and service requests ensuring a high level of satisfaction and retention.
• Prepare regular reports on customer feedback, service levels, and team performance for executives.
• Monitor KPIs to identify trends and proactively implement improvements to enhance customer service efficiency and satisfaction.
• Oversee customer service reps to ensure timely response to scheduling, tracking, and issue resolution, while taking initiative, prioritizing, learning quickly, and owning projects in a deadlinedriven environment.
• Delegate tasks and grow the team through crosstraining, recruit the right talent by assessing skills and competencies, and supervise customer service staff including hiring, training, and evaluation as needed.
• Foster a strong culture using EOS within your departments to coach, mentor and develop team members to enhance their skills and productivity while continually promoting the company’s core values.
• Perform other assigned duties as needed, while taking initiative, prioritizing tasks, learning quickly, and owning projects in a fastpaced, teamoriented environment.

TO BE SUCCESSFUL, YOU SHOULD HAVE

• An associate or bachelor’s degree in business or a related field and at least 2 years of industry experience are preferred but not required.
• Proficient in software like Excel, Word, and Teams, with strong communication, critical thinking, and organizational skills.

PHYSICAL DEMANDS

• Lifting/pushing/pulling less than 25lbs.
• Office setting with temperaturecontrolled offices with moderate noise levels.
• Outside work is limited.

BENEFITS

• Paid time off
• Medical, Dental, and Vision Insurance
• Health Reimbursement Arrangement
• Life Insurance
• Employee Assistance Program
• 401k
• Tuition Reimbursement
• Career Growth Opportunities

About Lightning Transportation Inc

Lightning Transportation is a leading intermodal trucking company specializing in servicing port terminals and providing transportation solutions for import-export cargo. With a focus on flexibility and efficiency, we operate through a network of experienced independent contracted drivers, ensuring safe, timely, and compliant services. Known for our "Service Excellence" in the Mid-Atlantic and Southeast U.S., we design our Intermodal Drayage operations to offer cost-saving solutions for our clients. Our advanced technology, including a Computerized Dispatch Control System (CDCS) and real-time tracking, enables rapid responses and enhances service delivery. Committed to customer satisfaction, we pride ourselves on our long-standing relationships and look forward to providing top-tier service to new and existing clients.