Customer Service & Logistics Director

JOB SUMMARY: The Customer Service and Logistics Director is responsible for overseeing, enhancing, and supporting the efficiency of customer service and logistics operations and team within the organization. This position plays a key leadership role by influencing outcomes, driving strategic improvements, and fostering collaboration across departments. The director will train and mentor the customer service and logistics teams, ensuring they are equipped with the tools and knowledge to excel. Additionally, the director will develop and implement strategies aimed at improving performance, streamlining processes, and enhancing customer satisfaction. By working closely with cross-functional teams, the director will help align operations with organizational goals, ensuring the smooth flow of goods and services and optimal customer experiences.

ESSENTIAL FUNCTIONS

50% of job: Logistics and Dispatch Optimization

• Develop and implement strategies to streamline dispatch processes, optimize routing, reduce delays, and improve delivery performance.
• Develop and maintain training programs that enhance the skills of the dispatch team, ensuring they have the tools to effectively manage customer inquiries, issues, and complaints.
• Lead the development of dispatch procedures that integrate seamlessly with the customer service and logistics functions to improve customer satisfaction and operational efficiency.
• Implement and leverage technology solutions (e.g., route optimization tools, real-time tracking systems) to enhance dispatch operations.

35% of job: Customer Service Leadership

• Develop and implement innovative customer service strategies to enhance the customer experience.
• Develop and maintain training programs that enhance the skills of call center representatives, ensuring they have the tools to effectively manage customer inquiries, issues, and complaints.
• Mentor and provide training to call center teams ensuring high levels of customer satisfaction, operational efficiency, and teamwork.
• Establish a framework for measuring and improving customer satisfaction within the call center, utilizing customer feedback, surveys, and performance data.

15% of job: Strategic Planning and Cross-functional Collaboration

• Design and execute long-term customer service and logistics strategies that influence the direction of the company through business planning and vision cycles.
• Influence and collaborate with internal teams, including Customer Order Management and Dispatch (COM-D), sales, operations, IT, and other stakeholders, to ensure that customer service and logistics strategies align with overall business goals.
• Use data and insights to identify trends, forecast demands, and adjust strategies, accordingly, ensuring that both call center and logistics functions remain agile and responsive.
• Regularly report on key performance indicators (KPIs) for customer service, call center performance, and logistics, providing actionable insights.

MINIMUM REQUIREMENTS

Required Education: Bachelor’s Degree

Preferred Education: Engineering, Logistics, Management, MBA, Supply Chain Management or comparable working experience

Work Experience:

• Five (5) years or more relevant experience in supply chain, logistics, warehouse, or aggregate materials industry.
• Three (3) years or more demonstrated experience in developing and implementing complete logistics solutions and project management or customer service skills required.
• Some sales experience preferred.
• Some multi-client experience preferred.

Behavioral Competencies: 

• Excellent communication and collaboration skills.
• Strong leadership and influencing skills.

Technical Competencies: 

• Ability to strategize and implement process improvements effectively.
• Ability to analyze data and improve processes based on metrics.
• Experience with technology solutions for logistics and customer service.
• Proven experience in customer service and logistics management.

ENVIRONMENT OR PHYSICAL WORKING CONDITIONS

General office conditions apply. Ability to work with occasional exposure to dirty and dusty conditions and extremes of weather.

EEO