Director Customer Service - Trucking/Transportation

Responsibilities

• Drive superior customer service through effective processes, proactive problem resolution, and departmental best practices.
• Maintain regular contact with customers to identify potential issues, negotiate solutions and ensure on-time delivery.
• Review and resolve customer complaints promptly, to ensure high levels of customer satisfaction.
• Afford critical oversight and perspective in assisting with customer problem escalation.
• Create and execute growth strategies to maximize account profitability and customer retention.
• Identify and implement initiatives that enhance service quality, productivity, and profitability.
• Conduct ongoing analysis of customer needs and expectations, adapting approaches as necessary.
• Develop, implement and continually refine customer service policies and procedures.
• Maintain and cultivate a positive work environment by supporting sales objectives, clearly communicating goals, fostering teamwork, delivering training, coaching team members, and reinforcing positive performance.
• Ensure necessary tools and resources are available for delivering high-quality service.
• Define, communicate, and uphold customer service standards across the team.
• Plan, prioritize and delegate tasks to ensure efficient departmental workflow.
• Leverage call monitoring, team feedback, and customer input to recommend improvements that boost first call resolution and overall service quality.
• Collaborate with internal departments to enhance customer experience.
• Provide support to VP, Directors and other Managers as needed.
• Ensure comprehensive account coverage during Account Manager absences.
• Provide after-hours support and maintain availability, including nights and weekends.
• Stay current on industry trends and actively participate in network groups.
• Perform additional duties as assigned.

Requirements

• Minimum two years’ experience in telephone sales or dispatch.
• Must have 4+ years of management experience (required).
• Call Center/Customer Service leadership experience and experience leading team members.
• Ability to inspire and lead others to attain company goals.
• IT competent, previous experience with Microsoft Office and the latest software applications.
• Highly organized with exceptional follow-through abilities.
• Strong verbal/written communications.
• Highly motivated, flexible and great attitude.
• In-depth knowledge of customer service principles and practices.
• Organizational skills for planning, decision-making and executing with excellence.
• Skilled in developing standards and process improvement.
• Strong interpersonal skills with the ability to lead and work within a team structure.
• Ability to learn and build upon industry specific information for future professional growth.
• Transportation Industry experience required.