CUSTOMER SERVICE MANAGER in Upper Marlboro, Maryland at Jerome L Taylor Trucking Inc

Jerome L. Taylor Trucking, Inc. is seeking an experienced, customer-focused Customer Service Manager to lead the daily operations of the Customer Service Department within its waste collection operations. This position supervises customer service staff, establishes service standards, resolves escalated concerns, monitors service performance, and coordinates closely with Dispatch, Operations, Sales, Billing, and Maintenance to promote timely, accurate, and professional service. The Customer Service Manager is expected to strengthen customer experience, improve internal communication and processes, support employee development, and promote accountability, service excellence, and continuous improvement.
Essential Duties and Responsibilities

• Lead, supervise, coach, and develop Customer Service Representatives and support staff; assign work, monitor coverage, and establish clear performance expectations.
• Manage daily customer service operations, including incoming calls, emails, online requests, work orders, account updates, container requests, service schedules, missed pickups, and billing inquiries.
• Monitor call quality, response times, work-order accuracy, unresolved concerns, customer satisfaction, and departmental service levels.
• Serve as the primary point of contact for escalated customer concerns; investigate issues, coordinate solutions, communicate outcomes, and ensure appropriate follow-up through completion.
• Build and maintain positive customer relationships through responsive, respectful, and solution-focused communication.
• Coordinate with Dispatch, Operations, Sales, Billing, and Maintenance to resolve service issues and ensure customer commitments are communicated and addressed.
• Monitor service delays, route exceptions, missed services, recovery efforts, weather impacts, equipment breakdowns, staffing changes, and other operational disruptions affecting customers.
• Develop and maintain customer service procedures, service standards, workflows, and documentation requirements.
• Track customer complaints, recurring service failures, recovery actions, and resolution trends; identify root causes and recommend corrective action.
• Prepare departmental reports and key performance indicators for leadership, including service trends, response activity, unresolved issues, and improvement opportunities.
• Participate in recruiting, interviewing, onboarding, training, performance evaluations, coaching, corrective action, and other employee-relations processes in partnership with Human Resources.
• Create employee schedules, distribute workload, monitor attendance and punctuality, and ensure appropriate staffing and customer coverage.
• Support the implementation and effective use of dispatch, routing, customer service, and account management systems.
• Protect customer and company information and ensure accurate records, correspondence, account notes, and work orders.
• Participate in customer service, operations, safety, and management meetings and perform other related duties as assigned.

Required Knowledge, Skills, and Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in business administration, communications, logistics, or a related field preferred.
• Minimum of three years of customer service experience and two years of supervisory or management experience preferred.
• Experience in transportation, logistics, waste services, trucking, utilities, construction, or another service-driven operational environment preferred.
• Strong leadership, coaching, employee development, conflict-resolution, and performance-management skills.
• Excellent written and verbal communication skills and the ability to interact professionally with customers, employees, vendors, and leadership.
• Strong organization, time management, decision-making, analytical, and problem-solving skills.
• Ability to prioritize competing demands, manage escalations, and maintain accuracy in a fast-paced environment.
• Proficiency with Microsoft Outlook, Word, Excel, and Teams; experience with dispatch, routing, CRM, or customer service software preferred.
• Ability to work independently, exercise sound judgment, maintain confidentiality, and collaborate across departments.
• Commitment to customer service, safety, accountability, teamwork, and operational excellence.

Performance Expectations Performance will be evaluated based on customer satisfaction, responsiveness, effective complaint resolution, work-order and account accuracy, departmental service levels, employee development, schedule and workload management, process improvement, cross-departmental communication, reporting accuracy, customer retention, and adherence to Company policies, procedures, and performance standards.

Physical and Work Environment Requirements

• This is an on-site customer service leadership position requiring regular interaction with customers, employees, drivers, managers, vendors, and operational personnel.
• Work is primarily performed in a professional office environment within an active transportation and waste collection operation.
• Requires prolonged periods of sitting and computer and telephone use, as well as regular standing, walking, reaching, and movement throughout office and operational areas.
• Must be able to occasionally lift and move up to 25 pounds.
• Occasional work beyond normal business hours may be required to address urgent customer or operational needs.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Equal Employment Opportunity Jerome L. Taylor Trucking, Inc. is an Equal Opportunity Employer. Employment decisions are made based on qualifications, merit, and business needs. The Company prohibits discrimination and harassment based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. This commitment applies to all employment practices, including recruitment, hiring, placement, promotion, compensation, benefits, training, discipline, termination, and other terms and conditions of employment. Reasonable accommodation will be provided for qualified applicants and employees as required by applicable law.

Job Description Notice This job description describes the general nature and level of work expected for this position. It is not intended to list every duty or responsibility. Jerome L. Taylor Trucking, Inc. reserves the right to modify, add, remove, or reassign job duties and responsibilities at any time based on business needs, consistent with applicable federal, state, and local laws. This job description is not an employment contract and does not alter the at-will employment relationship.