Director Customer Service Extended Coverage

Director Customer Service Extended Coverage Job Summary

The Director of Customer Service – Extended Coverage provides strategic and operational leadership for all after-hours customer service functions supporting the OTR and Solutions business units. This role ensures consistent, high-quality customer experience during nights, weekends, and holidays by driving service excellence, enabling real‑time problem resolution, and maintaining seamless communication with daytime operations.

The Director leads and develops a team of Customer Service Representatives who act as the primary point of contact for customers and internal stakeholders after hours, ensuring issues are addressed quickly, accurately, and in alignment with company standards and customer expectations.

• 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.

• In‑office/Remote

• None

• Primarily evenings, weekends, and…