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Director - Customer Service
- Access Dubuque (Dubuque, IA)
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Director - Customer Service
Hirschbach Motor Lines, Inc.
1 Positions
ID: job_20251104205737_1
Posted On 11/04/2025
Job Overview
The Director of Customer Service oversees the day-to-day functions of the Customer Service Teams. The Director of Customer 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.**
Primary Contact
1722873707420
Katie Ruden
Talent Acquisition Partner,
Phone
Phone
Phone
Fax
Email
True
False
True
Job Details
Categories
Clerical/Office Administration
Customer Service
Transportation
Location
Dubuque, IA
Job Type
Employee
Full/Part
Full Time
Pay/Salary
0 - 0
Company ID
1072
Job REQ #
job_20251104205737_1EYDZUIQARHAPKSA
\# Positions
1
Start Date
20251104
End Date
20251214
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Hirschbach Motor Lines, Inc.
About the Company
Hirschbach Motor Lines is a refrigerated carrier established in 1935. Proudly family owned, Hirschbach's refrigerated fleet is among the newest, most fuel efficient, and environmentally friendly in the trucking industry. We specialize in delivering fresh and frozen products across the United States along with offering experience in handling dry goods. Hirschbach is a company built on strong relationships with our family of customers, drivers, employees, vendors, and partner carries. We welcome you to join our family!
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