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Customer Service Director

2 months ago

Burlingame, California, United States GL Career Placement Full time
Job Overview

We are seeking a seasoned professional to lead our customer service team in the logistics and transportation industry. As a key member of our organization, you will be responsible for ensuring exceptional customer experiences and fostering strong relationships with clients.

Key Responsibilities:

  • Oversee communication between team members, account managers, and customer contacts to ensure seamless interactions.
  • Develop and implement strategies to drive customer satisfaction through regular meetings and quarterly business reviews.
  • Collaborate with management and customers to create and execute standard operating procedures (SOPs) that meet and exceed customer expectations.
  • Monitor service failures and manage the corrective action process using Salesforce Incident Management tools to minimize downtime.
  • Provide timely and accurate information to the team to ensure alignment with customer expectations and drive positive change.
  • Manage department compliance with wage and hour laws, including time card approvals and scheduling, to maintain a positive work environment.
  • Allocate workloads effectively and manage labor expenses to produce monthly KPI reports that drive business growth.
  • Provide coaching, training, and growth opportunities to improve team performance and morale, promoting a positive and motivating work environment.
  • Stay updated with industry changes and uphold customer service Level Agreements to ensure exceptional customer experiences.
  • Conduct regular business reviews using analytics and market intelligence to identify growth opportunities and drive business success.

Requirements:

  • Proficient in advanced computer systems and applications, including MS Office and TMS.
  • Consistently deliver quality results on schedule with a self-motivated approach.
  • Demonstrated ability to provide world-class customer service, including problem-solving and de-escalation skills.
  • Strong leadership with a focus on humility, respect, and promoting a culture of safety and teamwork.
  • Excellent communication skills, including active listening and negotiation.
  • Ability to use independent judgment to identify problems and develop effective solutions.
  • Strong organizational skills with the ability to manage priorities and set productivity expectations.
  • Experience in managing team performance through training, coaching, and feedback.
  • Analytical skills to manage human, financial, and operational resources effectively.

Education and Experience:

  • Bachelor's degree with a minimum of 2 years of supervisory experience in Transportation, or an equivalent combination of education and experience.