Director - Customer Service

　　Location IN, Fort Wayne

　　Division/Department Specialized Solutions

　　# of openings 1

　　CRST The Transportation Solution, Inc.isDelivering PromisesandDriving Successto ensure everyone has what's needed to live and thrive. Today, more than ever, we are looking for talented individuals who will help us bring this vision to life.

　　Director - Customer Service

　　As the Director of Customer Service, you'll be at the forefront, spearheading a team dedicated to delivering top-notch service and building lasting relationships with our valued clients. You'll dive into the heart of our operations, developing innovative strategies and fostering a customer-centric culture that sets us apart in the industry. Your role will be pivotal in ensuring that every interaction reflects our commitment to excellence, as you monitor key performance metrics and drive continuous improvements. Get ready to make an impact, resolve challenges with finesse, and steer our customer service operations to new heights of success.

　　Responsibilities:

　　Develop and execute customer service strategies and initiatives to ensure high-quality and efficient service delivery in the trucking industry.

　　Oversee and manage a team of customer service representatives, ensuring they provide exceptional support to clients and address any inquiries or concerns in a timely and professional manner.

　　Establish and maintain strong relationships with key customers, addressing their needs and concerns to ensure satisfaction and retention.

　　Collaborate with cross-functional teams, including operations, logistics , and sales, to streamline processes and enhance overall customer experience.

　　Implement and monitor customer service metrics and KPIs to measure performance and identify areas for improvement.

　　Analyze customer feedback and data to identify trends and make recommendations for enhancing service quality and efficiency.

　　Develop and maintain customer service policies and procedures, ensuring compliance with industry regulations and standards.

　　Lead and participate in the training and development of customer service staff, providing guidance and support to foster a customer-centric culture.

　　Resolve escalated customer issues and complaints, demonstrating strong problem-solving skills and a customer-focused approach.

　　Stay updated on industry trends and best practices, implementing innovative strategies to enhance customer service operations and maintain a competitive edge.

　　Occasional travel (1 0 %- 1 5%) required to visit regional customer service centers, meet key clients and collaborate with cross-functional teams.

　　Qualifications:

　　A bachelor's degree in business administration, logistics , or a related fi eld is required .

　　Extensive experience in customer service management, preferably in the transportation industry. Previous experience with LTL customer account support is ideal.

　　Proven leadership skills with the ability to effectively manage and motivate a team.

　　Strong understanding of the trucking industry, including logistics , supply chain, and transportation operations.

　　Excellent communication and interpersonal skills to build and maintain strong relationships with customers and internal teams.

　　Analytical mindset with the ability to interpret data and metrics to drive operational improvements.

　　Proficiency in customer service software and systems to manage inquiries, complaints, and feedback effectively.

　　Strategic thinking and problem-solving abilities to address complex customer service challenges and implement effective solutions.

　　Knowledge of industry regulations and compliance standards related to customer service and transportation.

　　Ability to work under pressure and manage multiple priorities in a fast-paced and dynamic environment.

　　Our team enjoys the following Perks:

　　+ + Parental Leave

　　Paid Time off- Starting on Day 1

　　Birthday PTO

　　Paid Volunteer Day

　　Dress for your Day Dress Code

　　Paid Holidays

　　CRST offers a comprehensive benefits package including:

　　+ + Major Health, Dental & Vision Insurance

　　Accident Insurance

　　Critical Illness Insurance

　　Pet Insurance

　　Legal Assistance Plan

　　401 (K) with Employer Match

　　Company Paid Life Insurance

　　The CRST core values:Safety at the Core of All We Do - Integrity in Every Decision and Action - Commitment to the Success of Employees, Customers, Agents, Contractors and Communities.

　　EEO Statement:All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.