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. Powered by JazzHR