Director of Customer Service

Full-Time | Eagan, MN, US

Bay and Bay Transportation is a national leading trucking and logistics company headquartered in Eagan MN. Our mission is to provide safe, consistent and quality transportation solutions to customers. Thanks to our great employees, we have provided the best quality transportation and logistics management services since 1941. 

We are hiring a Director of Customer Service (Brokerage) for our corporate office located in Eagan MN. The purpose of this position is to manage the day-to-day activities and oversee the brokerage customer service department to drive results and handle escalating issues. The position will also be responsible for training, coaching and mentoring of staff. 

To qualify for this position, you must have prior experience managing a customer service team for a trucking or 3PL brokerage company. You must also have good communication skills, excellent computer skills and experience hiring, training, coaching and mentoring. 

We offer career growth opportunities, a flexible work environment, competitive pay and benefits. If you are a highly motivated, enthusiastic and goal-oriented individual, and would like to explore your career opportunities with a leading national transportation and logistics company, we’d like to hear from you!  

Responsibilities:

  • Set the strategic direction of the Customer Service department, aligning with the company objectives and customer needs.
  • Manager the overall customer support team, including hiring, training, and performance management.
  • Oversee customer issues and ensure effective and long-term, problem resolution.
  • Continued development around performance and metrics.
  • Foster an environment where staff members are comfortable voicing questions and concerns, as well as contributing new ides that driver company growth.
  • Maintain in-depth working knowledge of our freight needs on a macro or vertical level. 
  • Manage new customer on-boarding process. 
  • Assist with creating Executive Summaries for existing customers. 
  • Establish KPIs to measure customer service team productivity and manage reporting to leadership. 
  • Create and deliver presentations to customers and leadership. 
  • Assess staffing needs and make decisions to ensure productivity and company growth. 
  • Work closely with sales and operations to identify and build our freight density in all areas. 
  • Work with other department heads to achieve the overall division objectives. 
  • Forecast and develop methods to capture opportunities with existing customers. 
  • Maintain a positive work atmosphere by acting and communicating in a manner that represents a good leader and business associate. 

Ideal Candidates:

  • Exceptional leadership abilities with a hands-on approach.
  • Positive attitude, a mindset of continuous learning, and the ability work cohesively across company departments/divisions.
  • Minimum of Bachelor’s degree, preferably in business or a combination of education and experience with a trucking/3PL brokerage company in a customer service role managing a customer service team. 
  • 5 years or more of customer service management in the transportation industry. 
  • Analytic and data driven
  • Experience managing a team including coaching and developing. 
  • Excellent computer skills. 
  • Strong interpersonal, communication and verbal skills.  

Advantages of Bay & Bay Transportation:

  • Smaller company atmosphere, where you’re a person, not a number.
  • Solid company PTO policy, paid company holidays, and 401K.
  • Full medical, dental and vision insurance options, as well as short and long term disability and life insurance.
  • New modern office facility with on-site fitness center, standing desks, foosball/games, and much more!
  • Advancement opportunities with various options for growth.   

Apply Online

Online applications can be submitted through Workforce Now®. For questions or assistance, contact us.

Bay & Bay is equal opportunity, affirmative action, and veteran-friendly employer. We encourage qualified women, minorities, individuals with disabilities, and veterans to apply.