Customer Service Director

We are looking for Customer Service Director to join out team in Norfolk!

In this role your main goal would be to ensure the department is running smoothly and to make sure that we are providing high quality service to our customers.

In this role you will:

• Manage daily department activities, including project management, to ensure excellent customer experiences.
• Monitor emails and phone calls to resolve customer issues and irregular shipments.
• Serve as the main point of contact for customer service complaints.
• Develop clear goals and manage a dedicated team, ensuring staffing levels and company policies are met.
• Plan and direct work assignments, appraise performance, and improve business processes to optimize the customer experience.
• Promote a positive team environment through reinforcement of company policies and procedures.
• Encourage a customer-centric mindset among employees.

• Bachelor’s degree (B.A.) from four-year College or University, or equivalent combination of education and experience.
• 10-15 years related experience, including 10 years in a leadership or management role.
• 2-4 years of project management experience. PMP certificate – an advantage.
• Knowledge of Microsoft Excel Spreadsheet, Word and Outlook software required.
• Experience in shipping/freight forwarding industry would be a major advantage.