Customer Service Director - ATS Services Inc

ATS Specialized, Inc. is adding a Customer Service Director to their Leadership Team.  The Customer Service Director will be responsible for overseeing the Customer Service Management team, as well as the CSR and National Account groups. The CSR Director will help develop and align company objectives and initiatives, implement systems and processes that support and enhance business results and customer satisfaction. Will be actively engaged with internal departments including Sales, Operations, and Pricing. Customer growth, retention, and development of best practices are critical.

Scope of Opportunity 

• Establish and communicate sales strategies and goals, aligning employee effort in pursuit of department objectives; lead the sales team in building and managing customer relationships and meet/exceed targeted revenue and profit goals for the team.
• Close new business and meet new customer generation goals while maintaining current accounts.
• Negotiate and quote rates with customers, entering and recording all terms and conditions of shipment agreements in coordination with Sales Representatives.
• Use a consultative sales process to build long-term relationships with customers and utilize product and service knowledge to articulate ATS’s value proposition to customers.
• Monitor training, development, and incentive programs; evaluate them for effectiveness, and recommend ideas for improvements.
• Ensure that quality, quantity, customer satisfaction, and financial commitments are met.
• Perform metrics reporting and data analysis tasks to identify issues and opportunities for process improvements.
• Collaborate with other managers to create and implement policies, procedures, goals, and objectives that align with company priorities.  This includes but is not limited to network/lanes analysis, pricing, matrix review, and more. 
• Monitor customer growth and retention monthly.
• Constantly attempt to increase the efficiency of freight hauled.
• Act as a strategist for improvements, internal ATS relations management with other divisions on behalf of ATS Specialized, and market strategist for the group.
• Maintain and develop the creation/maintenance/adherence to standard operating procedures (SOP’s) and control processes for development practices.
• Develop strong working relationships with others throughout the entire organization; utilizing partnerships to maximize ATS results.
• Manage the staff, budget, team goals and objectives, projects, processes, and support activities related to the team.
• Plan, delegate, organize, and manage the workflow of staff members to ensure high performance.
• Provide effective employee performance management utilizing SMART goals, constructive feedback, coaching for improvement, and progressive discipline.
• Partner with Human Resources in the recruiting, interviewing, selection, onboarding, and training of new employees to create a positive candidate experience. 
• Serves as a role model and demonstrates, by their actions, ATS Mission, Vision, and Values in a consistent, effective, and reliable manner.
• Support ATS’ culture by aligning actions, behaviors, performance, and decisions in accordance with the Company’s values as set forth in our All-Employee Competencies.
• Carry out managerial and leadership responsibilities in accordance with ATS’ policies and applicable laws.
• Perform key All-Director Responsibilities; Drive the Business Forward, Build the Bench Strength, Institute System Accountability, and Exhibit Organizational Leadership. 

Position Yourself for Success

• Bachelor’s degree (B.A.) from a four-year college or university; 5 years related experience and/or training; or equivalent combination of education and experience in the transportation industry.
• 3 years of director-level experience required. 
• Ability to proactively identify and communicate issues and propose and implement solutions for continuous improvement regarding processes, cost, profitability, and customer experience.
• Strong business acumen with the ability to analyze data/situations and problem-solve promptly.
• Extensive knowledge of modern sales methodologies, sales process, and the buyer’s journey alignment.
• High adaptability and flexibility, including the ability to manage deadline pressure, ambiguity, and change, and committed to results and execution. 
• Strong employee performance management, training and coaching, recognition, and reward skills.
• Strong organizational skills and ability to manage and prioritize workload in a fast-paced environment.
• Must be a strategic thinker who is self-motivated and can make sound decisions.
• Outstanding coordination, facilitation, consultation, and conflict resolution skills.
• Must demonstrate a proactive commitment to ATS corporate values and the success of all staff.
• Proficient in Microsoft Office (Word, Excel, and Outlook) required.
• Excellent communication skills (written, listening and verbal).
• Willing and able to travel infrequently, including overnight travel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Requirements (Office related positions)

This position performs work primarily in an office setting.

1. Constantly in a stationary position and occasionally will move around.
2. Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s).
3. Constantly conversing with internal and external customers in person or via phone system.