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Atlanta, GA, US

Service Manager, Transportation, Relationship Manager, Manager, Customer Service, Engineering, Management


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Job Description :

Reporting to the GM – Axiom & Serpentina, this position provides frontline leadership to the efficient execution of customer service activities.  This individual will consistently contribute to key performance areas, including customer satisfaction, productivity, accuracy, and safety, while maintaining a positive work environment.   He or she will lead daily operations and work schedules to ensure service level goals and requirements are met as well as provide hands-on leadership to the training and development of the Customer Service Team.  This position will also act as the main point of contact for the transportation services companies we work with.  He or she will focus on costs, processes, measurement and execution in working with these companies.  This position will also work with our different plants to efficiently and effectively manage internal transportation and processes.  He or she will be main point of contact for billings and transactions that occur through the Armstrong Customer Focus group.  This position will also serve as the point person for collaborative projects with Armstrong that focus on the processes, quoting, or any customer facing initiatives.  Focused on continuous improvement, this position oversees and/or contributes to the planning, development and implementation of procedures and activities to meet and exceed our internal and external expectations.  This individual will also develop good working relationships at all levels within the company environment, leading, and communicating as needed to maximize individual and team performance.



KEY PROCESSES (Ownership/Participation):


  • Accountable for accurate, smooth communications between CSRs and their external and internal customers.
  • Ensure the order fulfillment and claims process is properly supported by the CSRs during initial entry and subsequent changes.
  • Assist in developing and maintaining Customer Service procedures and best practices.
  • Addresses CSR performance issues such as attendance, productivity, behavior, etc.
  • Motivates performance of CSRs and ensures they have tools necessary to do their jobs.
  • Responsible for day-to-day leadership of a team of Customer Service Representatives, allocate and monitor daily workflow.
  • Responsible for the recruiting, hiring, and training of Customer Service Representatives.
  • Provide coaching to Customer Service Representatives on exceptional customer service skills and techniques
  • Conduct quality control observations to monitor the quality of telephone service and desk workflow.
  • Prepare results and trends from observations and quality metrics to initiate recommendations on development at both the individual and team level.
  • Evaluate staff performance by conducting side-by-side and remote observations, regular follow-up meetings with employees, and by providing on-going performance feedback.
  • Recommend and/or initiate disciplinary, developmental, and personnel actions, i.e. promotions, transfers, salary increases, etc.
  • Analyze data to understand, plan and implement interactive and appropriate coaching sessions for Customer Services Representatives and team.
  • Resolve complex customer concerns through appropriate levels.  Act as a liaison to other departments to facilitate the resolution of customer inquiries or complaints.
  • Perform additional duties as assigned by manager or may participate on special projects as needed.
  • Identify, analyze, implement and communicate process improvements and any necessary system enhancements.
  • Thorough knowledge of systems and their relationship with business processes
  • Develops, maintains, and grows relationships with shipping and transportation companies
  • Ensures that all activities are performed in compliance with corporate policy and government regulations.
  • Provides cross-operational functional guidance and direction to transportation analysts, plants, sales, marketing, customer service, purchasing, etc. on all transportation matters




  • Reports to General Manager, Axiom & Serpentina

Direct Reports:

  • Customer Service Representatives (approx. 3-5)

External Customers:

  • Distributors, Contractors, Armstrong Sales Teams & Leadership, vendors, suppliers, and transportation groups


  • WAVE Leadership Team
  • Full Axiom & Serpentina Organization

Team Involvement

  • Axiom & Serpentina Leadership Team
  • Full Axiom & Serpentina Organization





  • Achievement of WAVE safety goals
  • Established relationships with transportation groups
  • Active involvement in helping promote the knowledge of the drivers that improve total business performance
  • Protect company assets and ensure compliance to company policies
  • Continued self development
  • Level of expertise in latest technology and analytical tools
  • Quantitative and qualitative service metrics as defined by customer expectations
  • Productivity measures on individual and team basis
  • Personnel development / turnover
  • Expense control                     
  • Customer relationship management
  • Process improvement results




  • Demonstrated leadership success
  • High school diploma, general education degree or equivalent
  • Knowledge of customer service principles and practices
  • Experience with Navision software
  • Knowledge of relevant computer applications
  • Ability to type numeric, oral and written language applications
  • Ability to learn and implement product knowledge
  • Interpersonal skills
  • Communication skills - verbal and written (phone and email)
  • Listening skills
  • Problem analysis and problem-solving
  • Information collection and ordering
  • Multi-tasking
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Demonstrated passion for excellence with respect to treating and caring for customers
  • Has a pleasant, patient, and friendly attitude
  • Willingness to work a flexible schedule
  • Possess a strong work ethic and team player mentality
  • Drives results
  • Strong business analytic skills
  • Strong communication and interpersonal skills with the ability to present solutions clearly and concisely
  • Ability to create and manage strategy
  • Able to manage multiple projects, build consensus, and influence


Worthington Armstrong Venture (WAVE) is an equal employment opportunity employer. Qualified applicants are considered regardless of race, color, religions, age, national origin, sex, disability or veteran's status.

WAVE is an AA/EEO/Veterans/Disabled Employer

Job Segment: Service Manager, Transportation, Relationship Manager, Manager, Customer Service, Engineering, Management

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