Head of Customer Service

COMPANYOur client is a well-established, nationally recognized logistics provider with 20+ asset based locations nationally. Their service offerings include Drayage, Warehousing, Transloading, Full Truck Load, and Container services.LOCATIONUSA RemoteSummary:The Director of Customer Service is responsible for a variety of tasks, including leading the customer service team and ensuring completion of both departmental and individual objectives, contributing to the success of achieving company objectives, and continuously looking for ways to improve processes in all areas of the business.Key Responsibilities:Responsible for always having the company’s best interest in mind and looking for ways to make improvements across all departments.Responsible for promoting a culture of operational excellence focused on service to our customers, drivers, and other departments within the company.Communicate company mission, vision, goals, and key initiatives to the customer service team for awareness and to drive desired organizational changes.Responsible for development and management of annual and quarterly department goals aligned to corporate goals.Manage department turnover and ensure succession planning is in place for all positions.Coach, counsel, evaluate, and develop direct reportsEstablish a relationship with all contract and Key 1 customers through routine meetings/check insParticipate in onboarding for new contract and Key 1 customers.Oversee process improvements and the development of departmental policies, procedures, and methods.Review current data and implement new processes/metrics that will drive continual process improvement and efficiencies in the department.Provide creative solutions and recommendations to achieve world class service to our customers and drivers.Responsible for overseeing expansion into new markets for the departmentManage department cost with a focus on increasing profitability for the company and minimizing cost to our customers.Education and Experience:BS or MS degree in a related field or equivalent experience.At least 10 years of experience demonstrating management and leadership experience, strong operational management, project management, consulting, technology, and process improvement skills.Dependable -- more reliable than spontaneousPeople-oriented -- enjoys interacting with people and working on group projectsAdaptable/flexible -- enjoys doing work that requires frequent shifts in directionAchievement-oriented -- enjoys taking on challenges, even if they might failAutonomous/Independent -- enjoys working with little directionHigh stress tolerance -- thrives in a high-pressure environment