Director - Customer Service

Hirschbach Motor Lines•Dubuque, IA

49d

About The Position

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.

Requirements

High school diploma or equivalent, paired with relevant professional experience.
Three to five years of transportation related experience is required.
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.

Nice To Haves

Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is preferred.
Previous experience leading a team within a supervisor or manager position is preferred.

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.