Director of Customer Service

It's More Than A Job As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine. Director Of Customer Service The Director of Customer Service is responsible for leading and managing all Customer Service operations, while partnering with company leadership to support strategic growth initiatives. This role collaborates closely with Sales and Marketing teams to maximize revenue opportunities, strengthen customer relationships, and enhance customer loyalty. The Director establishes, implements, and maintains customer service standards and best practices to ensure exceptional client satisfaction and a consistently positive customer experience. Responsibilities include overseeing policy development and implementation, managing recruitment efforts, and leading employee training and development programs that support Quick's Quality Assurance standards. The role is also accountable for driving continuous improvement initiatives, ensuring operational excellence, and fostering a customer-centric culture throughout the organization. How You Create Impact Responsible for maintaining effective customer service for all internal and external customers Develop and implement procedures to support the efficient operation of the Control Tower (Quality Control function) Manage Customer Service/50A team, administer annual reviews, and oversee ongoing training to ensure employees maintain strong product and service knowledge (QC and training function) Monitor procedures to ensure on-time delivery and overall customer satisfaction Oversee and resolve customer service issues, ensuring effective and long-term solutions Serve as a resource for resolving customer issues and communicate with customers as needed Ensure compliance with company policies and procedures Partner with the Operations Manager on long-term planning and initiatives focused on operational excellence and customer experience Provide training and support to employees and supervisors as needed Escalate employee-related issues to Human Resources (HR) when appropriate Ensure all service issues and customer concerns are escalated to the Quality Assurance (QA) department for resolution Promote a positive work environment and strong employee morale Ensure necessary resources and tools are available to support quality customer service delivery Liaise with company management to support and implement growth strategies Collaborate with Sales and Marketing to maximize revenue and strengthen customer loyalty Develop and implement action plans to improve productivity, quality, and customer service standards Provide feedback to management regarding service failures or customer concerns Perform other duties as assigned by the Sr. Director of Operations What We Would Like You To Bring 5-7 years of industry experience Extensive Customer Service experience required Group leadership skills Dangerous Goods/Restricted Article Regulations Certified This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship. What's In It For You At Kuehne and Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The hourly wage range for this position is between $30.00 and $33.00 an hour. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Quick reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. Kuehne and Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers. Who We Are Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world. As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine. We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.