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Title

Customer Service Regional Manager 

Description

PURPOSE

This position is responsible for the administration and efficient daily operation of customer service in accordance with company objectives. This position will develop superior levels of customer relations, and promote the business development and service culture of the company. This position is also responsible for guiding customer service team members in building and maintaining customer relationships while maximizing revenue opportunities through effectively utilizing our service offerings.

PRINCIPAL ACCOUNTABILITIES

  • Align and manage customer service strategy to market context to ensure adequate freight balance.
  • Identify regional business growth opportunities and collaborate with Operations, Sales and Network to capitalize on profitability.
  • Account management.
  • Provide governance of customer service functions to ensure compliance with expectations regarding quality, process and productivity.
  • Achieve individual and regional goals through business growth opportunities, referrals and retention of account relationships.
  • Administrative and developmental responsibility for management of customer service team members
  • Measure, report, and act on relevant KPIs.
  • Provide leadership, and drive execution within the customer service department.
 
Position Requirements

Qualifications and Education Requirements

  • BA in Business Management, Logistics or like discipline, or combination of education and logistics expertise, or customer service/sales experience.
  • Advanced communication (written and verbal), organizational, and problem solving skills.
  • Minimum of five years of OTR customer service experience.
  • Detailed knowledge of OTR Transportation.
  • Full understanding of OTR service relationship practices essential to business retention and growth.
  • Minimum 3 years managing a team.

Preferred Skills

  • Ability to coach, guide, and motivate staff.
  • Ability to collaborate and function in cross functional environment.
  • Ability to deliver exceptional service through positive engagement.
  • Ability to analyze data, gather insights, and adjust practices for continuous performance improvement.
  • Ability to promote a culture of trust and safety.

Working conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required to:

  • Remain in a stationary position for extended periods of time.
  • Frequently operate a computer for extended periods of time and regularly operate other office productivity machines.
  • Occasionally ascend/descend stairs and move up to 20 pounds of office objects.
  • Frequently communicate with peers, supervisors, third parties, and other employees to exchange accurate information and answer questions.
  • Occasionally attend meetings in buildings outside corporate office and at off-site locations with various internal conditions, and requiring travel in various external conditions.
  • Travel domestically as necessary.
 
Full-Time/Part-Time Full-Time  
Position Customer Service Regional Manager  
Close Date  
Exempt/Non-Exempt Exempt  
Open Date 11/16/2020  
Location USA Truck General Office  
About the Organization

USA Truck is driven to be a premier North American transportation solutions

provider that improves the lives of team members, customers, industry partners,

and our communities. We promote a culture of trust in a safe, fun,

and friendly environment where people grow and thrive.

 
EOE Statement USA Truck, Inc. is firmly committed to inclusivity and equality of opportunity for all employees and applicants for employment, and does not discriminate against applicants or employees for any reason prohibited by law or its own policies. USA Truck, Inc. will provide reasonable accommodations for employees and applicants for employment.

This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts the Company’s right to assign or reassign duties and responsibilities to this position at any time.
 

This position is currently accepting applications.

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