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Director Customer Service Extended Coverage

Hirschbach Motor Lines, Inc.

1 Positions

ID: job_20251231172459_F

Posted On 12/31/2025

Job Overview

Job Summary

The Director of Customer Service – Extended Coverage provides strategic and operational leadership for all after-hours customer service functions supporting the OTR and Solutions business units. This role ensures consistent, high-quality customer experience during nights, weekends, and holidays by driving service excellence, enabling real-time problem resolution, and maintaining seamless communication with daytime operations.

The Director leads and develops a team of Customer Service Representatives who act as the primary point of contact for customers and internal stakeholders after hours, ensuring issues are addressed quickly, accurately, and in alignment with company standards and customer expectations **.**

Key Responsibilities

Leadership and Talent Development

+ Lead, coach, and develop the Extended Coverage Customer Service team to ensure all service expectations are met for after-hours operations.

+ Serve as the senior escalation point for customer, carrier, and operational issues during nights, weekends, and holidays.

+ Partner with the SVP of Customer Service and cross-functional Directors to ensure consistent processes, effective communication, and seamless handoffs between daytime and after-hours operations.

+ Establish, track, and analyze performance metrics aligned with company objectives, including the OTR 9 Campaign and 98% on-time delivery targets.

+ Represent Extended Coverage operations in leadership forums, providing data-driven insights, recommendations, and progress updates.

Customer Experience

+ Oversee all after-hours customer interactions, ensuring timely, accurate, and consistent communication regarding load status, delays, and service disruptions.

+ Drive proactive customer outreach when service risks are identified, ensuring recovery plans are clearly communicated, executed, and documented.

+ Ensure Extended Coverage Representatives are equipped with accurate, real-time information and empowered to make decisions that protect service performance and customer relationships.

+ Collaborate closely with daytime Customer Service and Account Management teams to ensure seamless transitions, clear ownership, and effective follow-up on all open issues.

Operational Execution

+ Oversee daily performance of Extended Coverage operations, ensuring strict adherence to customer SOPs, temperature compliance, appointment accuracy, and real-time tracking requirements.

+ Manage workload distribution, coverage schedules, and shift alignment to provide comprehensive operational support across all time zones and business units.

+ Ensure Extended Coverage team members effectively utilize tools such as AS400, Front, and Freight Science to optimize efficiency, visibility, and data accuracy.

+ Identify, address, and eliminate process gaps or inefficiencies that negatively impact after-hours response times or operational performance.

People Management

+ Recruit, train, and coach a high-performing Extended Coverage Customer Service team, ensuring staffing aligns with business needs and service expectations.

+ Foster a culture of ownership, accountability, and teamwork across all shifts, promoting collaboration and consistent service delivery.

+ Provide real-time feedback, conduct regular one-on-ones, and support ongoing professional development to help team members grow in skill, confidence, and decision-making capability.

+ Collaborate with HR and Training to maintain structured onboarding and continuing education programs tailored to the unique needs of after-hours operations.

Continuous Improvement

+ Analyze service failures and escalations to identify trends, root causes, and opportunities for corrective actions.

+ Lead initiatives to enhance communication, data flow, and decision-making between Extended Coverage and daytime operations.

+ Partner with IT and Operations to evaluate and implement new tools, automation, and process improvements that drive after-hours efficiency and accuracy.

+ Champion Extended Coverage as an integral, high-value component of the company’s overall customer experience strategy.

Work Environment

+ In-office/Remote

Travel Required

+ None

Schedule

+ Primarily evenings, weekends, and holidays in alignment with Extended Coverage operations

Education and Experience

+ Bachelor’s degree in Business, Logistics, or related field (or equivalent experience).

+ Minimum 5 years of leadership experience in transportation, logistics, or customer service operations.

+ Strong understanding of OTR operations, service expectations, and customer communication standards.

+ Proven ability to manage multiple priorities and make sound decisions under pressure.

+ Excellent communication, relationship management, and problem-solving skills.

+ Experience with AS400, Front, or similar systems preferred.

+ Must be available for evening and weekend leadership coverage as needed

Company Overview

Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.

With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.

Equal Opportunity Statement

Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender, gender identity, pregnancy (including childbirth, lactation and related medical conditions), physical or mental

disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Primary Contact

1722873707420

Katie Ruden

Talent Acquisition Partner,

Phone

Phone

Phone

Fax

[email protected]

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_20251231172459_F1CA5200WGYODT4A

\# Positions

1

Start Date

20251231

End Date

20260204

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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!