Director of Customer Service- Drayage

Director of Customer Service - Drayage

The Director of Customer Service - Drayage must be passionately focused on customer satisfaction and shaping an exceptional customer experience. By fostering a culture of excellence, leveraging data-driven strategies, and leading with empathy for customers, this role ensures that their voices are heard and valued, driving customer loyalty and retention. Key responsibilities include overseeing the Customer Service department, optimizing operational processes, driving sales performance, and promoting a strong organizational culture. Leading by example, this leader ensures a deep understanding of staff roles and fosters collaboration to uphold the highest standards of service.

Job Type: Full-time

Responsibilities

• Ensures the company provides an industry-leading customer service experience, engages customers, and facilitates organic growth through excellent customer communication, and inside sales.
• Determine customer expectations, delivering and exceeding those with pristine efficiency.
• Build and maintain strong relationships with ports, shipping lines, and other freight stakeholders.
• Foster a customer-centric culture of accountability by hiring and training a dedicated team that promotes a positive customer experience.
• Identify opportunities for growth in the drayage market and develop strategies for market expansion.
• Constantly seeking customer feedback, using the information gained to make informed decisions that will positively impact the customer.
• Role requires strong communication skills to afford effective rapport with customers, team members, and stakeholders.
• Cultivate relationships with customers and address inquiries, complaints, and service issues promptly.
• Identify inefficiencies and implement process improvements for operations and customer service workflows.
• Ensure customer expectations, standards, and KPIs are met and exceeded.
• Participate in the onboarding of new customers and business.
• Competitors - stay up to date on market and competitor trends to develop an operational strategy that will help the company to meet its overall business strategy.
• Develop and implement operational strategies that align with the company’s goals.
• Inspire and motivate team members to achieve high standards of service delivery.
• Demonstrate resourcefulness by effectively identifying root issues and proactively providing tailored solutions to address them
• Create a comprehensive scorecard encompassing all aspects of the container cycle to evaluate customer service performance on a weekly, monthly, and quarterly basis.
• Design, implement, and provide training for a comprehensive 360-degree program that holds all Account Managers accountable for the entire container cycle, from Delivery Order entry to invoicing.
• Recruit, train, and mentor a skilled operations team focused on drayage services.
• Development, implementation, and monitoring of Key Performance Indicators.
• Must possess keen interdisciplinary communication skills in order to effectively share and integrate ideas across all departments, ensuring mutual understanding and collaboration toward common goals.
• Workflow Optimization and Resource Allocation – prioritize efforts focused on matters most critical to the business.
• Implement performance management processes, providing regular feedback and coaching.
• Conduct performance reviews and implement professional development initiatives.
• Be an active agent for Lean Management (Visual Display Management / Workload Capacity Management, Continuous Improvement).
• Provides accurate daily and weekly reporting to senior management.
• Company Goals – Work closely with the senior Management Team to deliver short and long-term goals based on the Company vision.
• Encourage teamwork and collaboration between departments to achieve overall objectives.
• Best Practices-Establish Best Practices and Implementation of Standard Operating Procedures and Processes
• Ensure all drayage operations comply with local, state, and federal regulations, including safety and environmental standards.
• Ensure compliance with relevant policies, regulations, and best practices.
• Stay updated on industry regulations and trends affecting the drayage transportation sector.
• Collaborate with the sales team to develop strategies that drive revenue and support business growth.
• Partner with other departments, such as marketing and product development, to create a cohesive approach to customer satisfaction and sales.
• Analyze market trends and customer feedback to identify opportunities for sales enhancement.
• Set sales targets and provide guidance to achieve these goals.
• Become proficient in the company’s Transportation Management System (TMS) – TMW, Geostamp, Geotab, etc.
• Leverage technology to enhance operational capabilities and customer interactions.
• Support the Information Technology Department (IT) on system improvements and testing sessions if needed
• Work with IT to implement and leverage technology solutions for improving operational efficiency (e.g., TMS, GPS tracking, automated dispatch systems).
• Stay informed about emerging technologies and best practices in transportation logistics to enhance service delivery.
• Develop and manage budgets for drayage operations, ensuring cost control and profitability.
• Analyze financial reports to identify trends and areas for cost savings or growth.
• Collaborate with the finance team to optimize pricing strategies and billing processes.
• Provide advice on expenditure, financial, and operations reports to determine the need for expansion of existing schedules, or expansion of routes.
• Meet designated KPIs weekly, monthly, and quarterly, according to Company policies.
• Other tasks and duties, as assigned.
  
  

Experience:

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field; MBA preferred.
• 7 years of experience in operations management within the drayage transportation or logistics sector. In-depth knowledge of drayage operations, regulations, and industry best practices. Proven track record of leading and managing successful operations teams.
• Balances team and individual responsibilities; contributes to building a positive team spirit.
• Adapts to changes in the work environment; manages competing demands.
• Identifies and resolves problems in a timely manner.
• Builds commitment and overcomes resistance.
  
  

This position offers a competitive base salary.

Related to: Freight, Freight Delivery, Transportation Logistics, Logistics, Transportation, Trucking, Truckload, Supply Chain, Shipping, Asset, Asset Brokerage, Fleet, Terminal, OTR, Fleet, Dedicated, Owner-Operator, Intermodal, Drayage, Container Shipment, Container, Port Drayage, International Shipment, Port, Cargo, Rail, Domestic, Customer Service, Director, Regional Director, Senior Director, Leadership, Leader

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