National Director of Customer Service and Logistics

National Director of Customer Service and Logistics

Job Description

The people at Dupuy don't just store goods - they revolutionize the storage industry. The diversity of our team members and their concepts and innovation breathes life into all that we do, from standard storage projects to large scale process undertakings. Where do you see yourself at Dupuy?

At Dupuy, we don't just store goods-we deliver solutions that keep our customers and their businesses moving forward. Our people, ideas, and commitment to service are at the heart of everything we do. We are seeking an experienced and strategic National Director of Customer Service and Logistics to lead customer service operations across our locations. This key leadership role will focus on elevating the customer experience, strengthening operational and billing processes, developing high-performing teams, and creating greater consistency across the organization.

This position will be based out of our New Orleans office and will require periodic travel to Dupuy locations to support customer service operations, strengthen collaboration, and drive consistency across our organization. If you are a customer-focused leader who is passionate about developing people, improving processes, and making an impact, we invite you to join the Dupuy team!

Job Responsibilities

Customer Service Leadership

• Develop and execute the company's customer service strategy across all branch locations.
• Establish and maintain standardized customer service policies, procedures, and best practices.
• Lead, mentor, and develop Customer Service Managers and teams throughout the organization.
• Foster a culture focused on responsiveness, professionalism, accountability, and customer satisfaction.
• Monitor customer service performance and implement continuous improvement initiatives.
• Ensure consistent service standards across all locations.

Multi-Location Oversight

• Provide leadership and support to customer service teams at multiple branch locations.
• Partner with local management to ensure company standards are consistently followed.
• Evaluate staffing levels, workloads, and organizational structure to maximize efficiency.
• Conduct periodic branch visits to evaluate operations, coach employees, and identify opportunities for improvement.
• Promote collaboration and communication among customer service teams and operational counterparts companywide.

Customer Relationship Management

• Serve as the senior point of contact for significant customer service issues and escalated concerns.
• Build strong relationships with key customers and internal stakeholders.
• Identify trends in customer feedback and implement corrective actions.
• Champion initiatives that improve customer satisfaction, retention, and loyalty.

Billing & Invoicing Management

• Ensure all customer billing is processed accurately, completely, and within established timelines.
• Develop standardized billing procedures across all company locations.
• Monitor billing accuracy and implement controls that minimize errors and revenue leakage.
• Coordinate with Finance and Operations to resolve billing discrepancies promptly.
• Oversee customer invoicing, account adjustments, credits, and dispute resolution.
• Establish reporting and performance metrics related to billing timeliness and accuracy.

Process Improvement

• Analyze workflows and identify opportunities to improve efficiency and service quality.
• Lead projects involving automation, system enhancements, and process standardization.
• Utilize customer service metrics and data analytics to drive operational improvements.
• Collaborate with Information Technology and Finance on customer service and billing system enhancements.

Performance Management

• Develop and monitor key performance indicators (KPIs) including:
• Customer Satisfaction (CSAT)
• Response and resolution times
• Billing accuracy
• Invoice cycle time
• First-contact resolution
• Customer retention
• Employee productivity
• Prepare regular operational reports for executive leadership.
• Recommend and implement corrective actions when performance objectives are not achieved.

Qualifications

Education

• Bachelor's degree in Business Administration, Management, Finance, Supply Chain or a related field preferred; equivalent relevant experience will also be considered.

Experience

• 7-10 years of progressive customer service leadership experience.
• Experience managing multiple locations or regional customer service operations.
• Strong background in billing, invoicing, accounts receivable support, or order-to-cash processes.
• Experience developing standardized operating procedures and driving continuous improvement.
• Experience within logistics, warehousing, distribution, transportation, or supply chain operations is highly desirable
• Experience with green coffee warehousing is preferred, including familiarity with ICE Futures U.S. requirements, exchange-certified inventory, warehouse receipts, sampling, weighing, grading and related documentation

Knowledge, Skills & Abilities

• Exceptional leadership and team development skills.
• Strong understanding of customer service best practices.
• Knowledge of billing systems and ERP platforms
• Excellent analytical and problem-solving abilities.
• Strong financial and operational acumen.
• Outstanding written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to accuracy.
• Strong organizational and project management skills.
• Proficiency with Microsoft Office, particularly Excel and reporting tools.

Benefits include

• Medical, dental and vision insurance
• Employer paid Life/STD and LTD insurance
• Supplemental insurance
• 401k and Employer match
• Paid Time Off/Sick Time/Paid Holidays