Director of Customer Service- Drayage

• Location: Long Beach, California
• Type: Direct Hire
• Job 11295
• Salary: $160,000 — $200,000

• Ensures the company provides an industry-leading customer service experience, engages customers, and facilitates organic growth through excellent customer communication, and inside sales.
• Determine customer expectations, delivering and exceeding those with pristine efficiency.
• Build and maintain strong relationships with ports, shipping lines, and other freight stakeholders.
• Foster a customer-centric culture of accountability by hiring and training a dedicated team that promotes a positive customer experience.
• Identify opportunities for growth in the drayage market and develop strategies for market expansion.
• Constantly seeking customer feedback, using the information gained to make informed decisions that will positively impact the customer.
• Role requires strong communication skills to afford effective rapport with customers, team members, and stakeholders.
• Cultivate relationships with customers and address inquiries, complaints, and service issues promptly.
• Identify inefficiencies and implement process improvements for operations and customer service workflows.
• Ensure customer expectations, standards, and KPIs are met and exceeded.
• Participate in the onboarding of new customers and business.
• Competitors - stay up to date on market and competitor trends to develop an operational strategy that will help the company to meet its overall business strategy.
• Develop and implement operational strategies that align with the company’s goals.
• Inspire and motivate team members to achieve high standards of service delivery.
• Demonstrate resourcefulness by effectively identifying root issues and proactively providing tailored solutions to address them
• Create a comprehensive scorecard encompassing all aspects of the container cycle to evaluate customer service performance on a weekly, monthly, and quarterly basis.
• Design, implement, and provide training for a comprehensive 360-degree program that holds all Account Managers accountable for the entire container cycle, from Delivery Order entry to invoicing.
• Recruit, train, and mentor a skilled operations team focused on drayage services.
• Development, implementation, and monitoring of Key Performance Indicators.
• Must possess keen interdisciplinary communication skills in order to effectively share and integrate ideas across all departments, ensuring mutual understanding and collaboration toward common goals.
• Workflow Optimization and Resource Allocation – prioritize efforts focused on matters most critical to the business.
• Implement performance management processes, providing regular feedback and coaching.
• Conduct performance reviews and implement professional development initiatives.
• Be an active agent for Lean Management (Visual Display Management / Workload Capacity Management, Continuous Improvement).
• Provides accurate daily and weekly reporting to senior management.
• Company Goals – Work closely with the senior Management Team to deliver short and long-term goals based on the Company vision.
• Encourage teamwork and collaboration between departments to achieve overall objectives.
• Best Practices-Establish Best Practices and Implementation of Standard Operating Procedures and Processes
• Ensure all drayage operations comply with local, state, and federal regulations, including safety and environmental standards.
• Ensure compliance with relevant policies, regulations, and best practices.
• Stay updated on industry regulations and trends affecting the drayage transportation sector.
• Collaborate with the sales team to develop strategies that drive revenue and support business growth.
• Partner with other departments, such as marketing and product development, to create a cohesive approach to customer satisfaction and sales.
• Analyze market trends and customer feedback to identify opportunities for sales enhancement.
• Set sales targets and provide guidance to achieve these goals.
• Become proficient in the company’s Transportation Management System (TMS) – TMW, Geostamp, Geotab, etc.
• Leverage technology to enhance operational capabilities and customer interactions.
• Support the Information Technology Department (IT) on system improvements and testing sessions if needed
• Work with IT to implement and leverage technology solutions for improving operational efficiency (e.g., TMS, GPS tracking, automated dispatch systems).
• Stay informed about emerging technologies and best practices in transportation logistics to enhance service delivery.
• Develop and manage budgets for drayage operations, ensuring cost control and profitability.
• Analyze financial reports to identify trends and areas for cost savings or growth.
• Collaborate with the finance team to optimize pricing strategies and billing processes.
• Provide advice on expenditure, financial, and operations reports to determine the need for expansion of existing schedules, or expansion of routes.
• Meet designated KPIs weekly, monthly, and quarterly, according to Company policies.
• Other tasks and duties, as assigned.

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field; MBA preferred.
• 7+ years of experience in operations management within the drayage transportation or logistics sector. In-depth knowledge of drayage operations, regulations, and industry best practices. Proven track record of leading and managing successful operations teams.
• Balances team and individual responsibilities; contributes to building a positive team spirit.
• Adapts to changes in the work environment; manages competing demands.
• Identifies and resolves problems in a timely manner.
• Builds commitment and overcomes resistance.

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