Director Customer Service - Trucking/Transportation

Frozen Food Express is looking for a Customer Service Director for our Lancaster, TX location.  

Responsibilities:

• Drive superior customer service through effective processes, proactive problem resolution, and departmental best practices.


• Maintain regular contact with customers to identify potential issues, negotiate solutions and ensure on-time delivery.


• Review and resolve customer complaints promptly, to ensure high levels of customer satisfaction.


• Assist in customer problem escalation by offering critical oversight and perspective.


• Create and execute growth strategies to maximize account profitability and customer retention.


• Identify and implement initiatives that enhance service quality, productivity, and profitability.


• Conduct ongoing analysis of customer needs and expectations, adapting approaches as necessary.


• Develop, implement and continually refine customer service policies and procedures.


• Monitor reporting and database accuracy, implementing improvements as needed.


• Oversee all aspects of supervision for business unit staff, including daily customer service operations, scheduling, recruitment, performance reviews, and personnel actions


• Maintain and cultivate a positive work environment by supporting sales objectives, clearly communicating goals, fostering teamwork, delivering training, coaching team members, and reinforcing positive performance.


• Ensure necessary tools and resources are available for delivering high-quality service.


• Define, communicate, and uphold customer service standards across the team.


• Plan, prioritize and delegate tasks to ensure efficient departmental workflow.


• Leverage call monitoring, team feedback, and customer input to recommend improvements that boost first call resolution and overall service quality.


• Coordinate and collaborate with internal departments to enhance customer experience.


• Provide support to VP, Directors and other Managers as needed.


• Ensure comprehensive account coverage during Account Manager absences.


• Provide after-hours support and maintain availability, including nights and weekends.


• Stay current on industry trends and actively participate in network groups.


• Perform additional duties as assigned.

Requirements

• Minimum two years’ experience in telephone sales or dispatch.


• Must have 4+ years of management experience (required)


• Call Center/Customer Service leadership experience and experience leading team members


• Ability to inspire and lead others to attain company goals.


• IT competent, previous experience with Microsoft Office and the latest software applications.


• Highly organized with exceptional follow-through abilities.


• Strong verbal/written communications.


• Highly motivated, flexible and great attitude.


• In-depth knowledge of customer service principles and practices


• Organizational skills for planning, decision-making and executing with excellence


• Skilled in developing standards and process improvement


• Strong interpersonal skills with the ability to lead and work within a team structure


• Ability to learn and build upon industry specific information for future professional growth


• Transportation Industry experience required

Statements are not intended to be construed as an exhaustive list of all duties. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected to and must be able to perform all such duties and tasks. Employment will require a criminal background investigation and a drug/alcohol screening. Frozen Food Express is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origins, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, or any other characteristic protected by law.