Find & Apply For Customer Service Manager Jobs in Milan, Illinois

The Director of Customer Service leads and directs all customer-facing operations within the organization, ensuring exceptional service delivery across freight transportation services. This role is responsible for developing customer service strategies, optimizing processes, and driving customer satisfaction, retention, and growth.

Duties/Responsibilities:

Lead, mentor, and develop the customer service team, fostering a high-performance, accountable culture. Ensure accurate and timely scheduling of customer appointments to support efficient freight movement. Drive proactive customer communication through email, phone, and meetings to enhance transparency and service quality. Oversee and manage the 214-status update process to ensure timely and accurate shipment tracking and visibility. Monitor and manage customer scorecards and ensure compliance with service expectations and contractual requirements. Oversee trailer dwell management to optimize asset utilization and reduce inefficiencies. Manage accessorial charges, ensuring accurate upkeep while identifying opportunities to increase accessorial revenue. Create operational efficiencies within the department through improved structure, standardized processes, training, and technology adoption. Build and maintain high-level customer relationships to support retention and long-term growth. Ensure customer commitments are properly booked, tracked, and fulfilled in alignment with service expectations. Stay actively involved in market trends, leveraging spot market opportunities to drive revenue and margin improvement. Lead and support customer rate increase initiatives through effective communication and negotiation. Foster a positive internal and external customer experience across all touchpoints. Obtain load boards and collaborate with the team to identify and fill network gaps, maximizing freight opportunities and capacity utilization. Other duties as assigned.