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SalaryThe CSR & Contractor Relations Manager is responsible for providing exceptional customer service by developing good working relationships with all customers within a given area. They are responsible for completing accurate and timely scheduling and dispatching of trucks to ensure that the flow of products meets customer demands and providing support to independent contractors by planning and dispatching freight in assigned areas.
- Developing and maintaining strong relationships with all customers via telephone and email communication.
- Resolving service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Developing and maintaining a proficient working knowledge of all relevant order planning software.
- Obtaining, planning, and managing freight while taking drivers’ needs, total mileage (empty and loaded), location, rate, customer, and commodity into consideration.
- Closing all delivered loads through each customer’s respective website or portal.
- Coordinating and communicating with drivers to ensure deliveries and pickups are made on time.
- Providing customer service and support to drivers, on the phone and email, as needed.
- Documenting communication into software, utilizing spreadsheets as needed.
- Monitoring driver safety and legal compliance, including hours of service.
- Monitoring preventative maintenance status and notifying drivers.
- Working closely with the Maintenance Department to assist drivers with breakdown issues.
- Researching and making arrangements to obtain permits.
- Other duties, as assigned
- Bachelor’s degree (4 year) or equivalent industry experience.
- Excellent interpersonal, communication, and organizational skills.
- Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
- Proficiency with MS Office (Outlook, PowerPoint, Excel, etc.).
- Availability to work as needed, outside of a regular schedule.
