Head of Customer Service

COMPANY

Our client is a well-established, nationally recognized logistics provider with 20+ asset based locations nationally. Their service offerings include Drayage, Warehousing, Transloading, Full Truck Load, and Container services.

LOCATION

USA Remote

Summary:

The Director of Customer Service is responsible for a variety of tasks, including leading the customer service team and ensuring completion of both departmental and individual objectives, contributing to the success of achieving company objectives, and continuously looking for ways to improve processes in all areas of the business.

Key Responsibilities:

• Responsible for always having the companys best interest in mind and looking for ways to make improvements across all departments.
• Responsible for promoting a culture of operational excellence focused on service to our customers, drivers, and other departments within the company.
• Communicate company mission, vision, goals, and key initiatives to the customer service team for awareness and to drive desired organizational changes.
• Responsible for development and management of annual and quarterly department goals aligned to corporate goals.
• Manage department turnover and ensure succession planning is in place for all positions.
• Coach, counsel, evaluate, and develop direct reports
• Establish a relationship with all contract and Key 1 customers through routine meetings/check ins
• Participate in onboarding for new contract and Key 1 customers.
• Oversee process improvements and the development of departmental policies, procedures, and methods.
• Review current data and implement new processes/metrics that will drive continual process improvement and efficiencies in the department.
• Provide creative solutions and recommendations to achieve world class service to our customers and drivers.
• Responsible for overseeing expansion into new markets for the department
• Manage department cost with a focus on increasing profitability for the company and minimizing cost to our customers.

Education and Experience:

• BS or MS degree in a related field or equivalent experience.
• At least 10 years of experience demonstrating management and leadership experience, strong operational management, project management, consulting, technology, and process improvement skills.
• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Achievement-oriented -- enjoys taking on challenges, even if they might fail
• Autonomous/Independent -- enjoys working with little direction
• High stress tolerance -- thrives in a high-pressure environment