Customer Service Manager

About the role

The Customer Service Manager will lead the Customer Service department at our Des Moines corporate office, driving continuous improvement across freight operations. This role combines strategic oversight with hands‑on management to ensure high‑quality service delivery and operational efficiency.

Key responsibilities

• Improve the PreBook freight process and supervise additional freight booking.
• Conduct annual performance reviews for all department members.
• Monitor and balance freight system saturation across North American regions.
• Oversee daily Drop Yard lot checks and update the Transportation Management System (TMS).
• Ensure daily customer commitments are met and manage length‑of‑haul and empty miles metrics.
• Provide KPI summaries to executive management and recommend system enhancements.
• Increase load numbers for the LMC department and reduce asset layovers.
• Manage ETA change processes to optimize load assignments and driver availability.
• Perform other duties as assigned, with moderate travel as required.

Required profile

• Four‑year degree in Transportation and Logistics preferred.
• Strong organizational, planning and problem‑solving abilities.
• Ability to thrive in a fast‑paced environment and handle multiple tasks.
• Professional telephone demeanor with courteous yet assertive communication.
• Physical ability to sit for extended periods while using a phone and computer.

Required skills

• Proficiency with computer applications, including keyboard and 10‑key entry.