Director - Customer Service

Job Overview

The Director of Customer Service oversees the day-to-day functions of the Customer Service Teams. The Director of Customer Service collaborates closely with numerous departments, including operations, sales, and management to ensure exceptional customer experiences. Providing best-in-class experiences to our drivers and customers ultimately increases customer satisfaction, improves compliance metrics, and establishes a foundation for sustained growth with new and existing clients.  

Duties & Responsibilities

• Actively coaches and trains current employees to enhance knowledge of key systems including AS400, Netgraph, PCMiler, ORBCOMM etc.
• Oversees the daily operations of assigned region, accounts, and Customer Service Representatives.
• Collaborates closely with operations to ensure drivers and driver leaders comply with the policies and procedures of each customer.
• Ensures appropriate teams have plans of action to improve customer compliance and on time delivery.  
• Develops and implements customer service strategies and initiatives that align with the company’s goals and enhance the overall customer experience.
• Develops and maintains strong relationships with key clients, serving as a primary point of contact for their needs and requirements.
• Analyzes customer feedback, trends, and metrics to identify areas for improvement and develop action plans to enhance customer satisfaction.
• Collaborates with the commercial team to identify opportunities based on network needs.
• Creates a positive environment for drivers, customers, and employees.
• Other duties as assigned including proactively assisting others in achieving the organization’s objectives.

Talent Requirements & Skills

• High school diploma or equivalent, paired with relevant professional experience.
• Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is preferred.
• Three to five years of transportation related experience is required.
• Previous experience leading a team within a supervisor or manager position is preferred.
• Ability to process information with high levels of accuracy and energy.
• Computer proficiency and ability to navigate between multiple programs.
• Demonstrates an "All In To Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.