Director Customer Service Extended Coverage
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Job Location:
Dubuque, IA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
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
Customer Experience
Travel Required
Schedule
Education and Experience
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.
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.
- 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.
- 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.
- 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 companys overall customer experience strategy.
- In-office/Remote
Travel Required
- None
Schedule
- Primarily evenings weekends and holidays in alignment with Extended Coverage operations
Education and Experience
- Bachelors 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.
Required Experience:
Director
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Hirschbach Motor Lines: Delivering Excellence in Transportation Solutions Across North America - Choose our veteran-owned, award-winning trucking company.
