DescriptionThe Director of Customer Service leads and directs all customer-facing operations within the organization, ensuring exceptional service delivery across freight transportation services. This role is responsible for developing customer service strategies, optimizing processes, and driving customer satisfaction, retention, and growth.
Duties/Responsibilities:- Lead, mentor, and develop the customer service team, fostering a high-performance, accountable culture.
- Ensure accurate and timely scheduling of customer appointments to support efficient freight movement.
- Drive proactive customer communication through email, phone, and meetings to enhance transparency and service quality.
- Oversee and manage the 214-status update process to ensure timely and accurate shipment tracking and visibility.
- Monitor and manage customer scorecards and ensure compliance with service expectations and contractual requirements.
- Oversee trailer dwell management to optimize asset utilization and reduce inefficiencies.
- Manage accessorial charges, ensuring accurate upkeep while identifying opportunities to increase accessorial revenue.
- Create operational efficiencies within the department through improved structure, standardized processes, training, and technology adoption.
- Build and maintain high-level customer relationships to support retention and long-term growth.
- Ensure customer commitments are properly booked, tracked, and fulfilled in alignment with service expectations.
- Stay actively involved in market trends, leveraging spot market opportunities to drive revenue and margin improvement.
- Lead and support customer rate increase initiatives through effective communication and negotiation.
- Foster a positive internal and external customer experience across all touchpoints.
- Obtain load boards and collaborate with the team to identify and fill network gaps, maximizing freight opportunities and capacity utilization.
- Other duties as assigned.
Requirements- Required Skills/Abilities:
- Strong leadership and coaching skills, with a track record of building accountable, high-performing customer service teams.
- In-depth knowledge of freight operations, including appointment scheduling, shipment tracking, trailer pools, and dwell management.
- Excellent verbal and written communication skills, with the ability to interact confidently with customer executives and internal leadership.
- Strong analytical and problem-solving skills; able to use data to identify trends, root causes, and process improvements.
- Ability to build standardized processes, training programs, and procedures that scale.
- Ability to manage multiple priorities in a fast-paced, time-sensitive, 24/7 operating environment.
Education and Experience:
- Bachelor's degree in Business, Logistics, Supply Chain Management, or a related field preferred; equivalent combination of education and experience will be considered.
- 5+ years of experience in transportation, logistics, or freight customer service, with at least 3 years in a supervisory or management role.
- Experience in an asset-based trucking environment strongly preferred.
- Demonstrated success in customer retention, account growth, and process improvement initiatives.
$80k - $90k annually
Military Veteran's encouraged to apply!
