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Form of workJob Description
For 80+ years, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature sensitive freight. Today, the organization runs two forward facing brands (Hirschbach & John Christner Trucking (JCT)) which generate a combined $1.2 billion in revenue and have become the 2nd largest refrigerated carrier in North America. We are a veteran owned company with over 30% of employees being veterans.
The companies collectively provide the highest level of service in the industry and offer a breadth of services to our customers. Hirschbach & JCT have a tenured history paired with a future of growth and opportunity.
The Director ofCustomer Service oversees the day-to-day functions of the Customer Service Teams. The Director ofCustomer 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
- 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.
Talent Requirements & Skills
- 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.
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