Head of Customer Service

The Everest Search Group is a well-established logistics provider recognized nationally, and they are seeking a Director of Customer Service. This role is responsible for leading the customer service team, ensuring departmental objectives are met, and continuously improving processes across the business.

Responsibilities:

• Responsible for always having the company’s best interest in mind and looking for ways to make improvements across all departments
• Responsible for promoting a culture of operational excellence focused on service to our customers, drivers, and other departments within the company
• Communicate company mission, vision, goals, and key initiatives to the customer service team for awareness and to drive desired organizational changes
• Responsible for development and management of annual and quarterly department goals aligned to corporate goals
• Manage department turnover and ensure succession planning is in place for all positions
• Coach, counsel, evaluate, and develop direct reports
• Establish a relationship with all contract and Key 1 customers through routine meetings/check ins
• Participate in onboarding for new contract and Key 1 customers
• Oversee process improvements and the development of departmental policies, procedures, and methods
• Review current data and implement new processes/metrics that will drive continual process improvement and efficiencies in the department
• Provide creative solutions and recommendations to achieve world class service to our customers and drivers
• Responsible for overseeing expansion into new markets for the department
• Manage department cost with a focus on increasing profitability for the company and minimizing cost to our customers

Requirements:

• BS or MS degree in a related field or equivalent experience
• At least 10 years of experience demonstrating management and leadership experience, strong operational management, project management, consulting, technology, and process improvement skills
• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Achievement-oriented -- enjoys taking on challenges, even if they might fail
• Autonomous/Independent -- enjoys working with little direction
• High stress tolerance -- thrives in a high-pressure environment