Director of Operations, Customer Service and Sales

Leapros is a trusted workforce solutions partner, offering customized recruitment and interim staffing solutions, as well as innovative resources designed to empower employers and professionals to accomplish their hiring and career objectives. Operating on a national platform, our areas of concentration include finance and accounting, information technology and engineering, human resources and administration, sales and marketing, supply chain and operations. Whether you are a talented professional or a company looking for a talented professional, we welcome you to take a leap with us!CLIENT PARTNER PROFILE & VALUE PROPOSITION: Leapros has been engaged by a South Bay based regional transportation company to fill a Director Level leadership role, with an emphasis in customer service. Position is 100% onsite, based in Long Beach, and reports directly to the CEO.POSITION TITLE: Director of Operations, Customer Service and SalesPOSITION SUMMARY: The Director of Customer Service must be passionately focused on customer satisfaction and shaping an exceptional customer experience by fostering a culture of excellence, leveraging data-driven strategies, and leading with empathy for customers. This role requires a commitment to outstanding customer service as a key differentiator in achieving long-term success and cultivating lasting relationships with the customer. This role will adapt and evolve, setting new standards for service excellence that resonate with customers and are aligned with organizational goals.Key responsibilities include overseeing the Customer Service department, optimizing operational processes, driving sales performance, and promoting a strong organizational culture. Leading by example, this leader ensures a deep understanding of staff roles and fosters collaboration to uphold the highest standards of service. The role requires developing synergies in these key areas and has both strategic and tactical functions.RESPONSIBILITIES/DUTIES:Facilitate organic growth through excellent customer communication, and inside sales.Determine customer expectations, delivering and exceeding those with pristine efficiency.Build and maintain strong relationships with ports, shipping lines, and other freight stakeholders.Foster a customer-centric culture of accountability by hiring and training a dedicated team that promotes a positive customer experience.Identify opportunities for growth in the drayage market and develop strategies for market expansion.Identify inefficiencies and implement process improvements for operations and customer service workflows.Participate in the onboarding of new customers and business.Ensure customer expectations, standards, and KPIs are met and exceeded.Recruit, train, and mentor a skilled operations team focused on drayage services.Implement performance management processes, providing regular feedback and coaching.Conduct performance reviews and implement professional development initiatives.Leverage technology to enhance operational capabilities and customer interactions.Develop and manage budgets for drayage operations, ensuring cost control and profitability.Analyze financial reports to identify trends and areas for cost savings or growth.QUALIFICATIONS:Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field; MBA preferred. 7+ years of experience in operations management within the drayage transportation or logistics sector. In-depth knowledge of drayage operations, regulations, and industry best practices. Proven track record of leading and managing successful operations teams.Previous experience interviewing, hiring, and training employees; planning, assigning, and managing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Demonstrated relationship building skills with external and internal customers.PAY TRANSPARENCY: A reasonable estimate of the available {annual or hourly pay scale for this position is: $175,000 per year. The actual compensation offered may vary depending on qualifications and other factors essential to the performance of duties and is determined by the hiring authority.At Leapros, we are committed to our core values and guiding ethical principles, to conducting business in a non-discriminatory manner, and to operating in strict compliance with applicable federal and state laws pertaining to Equal Employment Opportunity. This commitment enhances our ability to conduct business with the highest level of integrity, solidifying our position as the most trusted workforce solutions partner. To learn more about Leapros or to speak with one of our recruitment partners, call 866-920-LEAP or visit our website at .

Created: 2025-02-09