Director - Customer Service at Hirschbach Motor Lines
Hirschbach Motor Lines · Dubuque, United States Of America · Onsite
- Senior
- Office in Dubuque
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
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.
- 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.
