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Hirschbach · 3 hours ago

Director Customer Service Extended Coverage

Dubuque, IA

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

Hirschbach is a leading refrigerated carrier with a long-standing reputation in the freight industry. The Director of Customer Service – Extended Coverage provides strategic leadership for after-hours customer service functions, ensuring high-quality customer experiences and effective problem resolution during non-standard hours.

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Responsibilities

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

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 company’s overall customer experience strategy

Qualification

Customer service operationsOTR operations knowledgeLeadership experienceAS400 proficiencyProblem-solving skillsRelationship managementCommunication skillsTeamwork