Capital Logistics Group is seeking an experienced Director of Customer Operations to lead the growth strategy for our Chicago brokerage. This role will oversee customer sales operations, manage a high-performing team, and drive continuous improvements in service delivery.
Key Responsibilities:
- Leadership & Development: Lead and mentor Account Managers, Ops Specialists, and collaborate with Business Development Managers. Provide regular feedback, conduct performance reviews, and promote a culture of continuous learning.
- Logistics Optimization: Oversee customer quote prioritization, problem resolution, and collaborate with teams to improve operational efficiency. Monitor market trends and adjust pricing strategies as needed.
- Carrier Performance & Customer Engagement: Work with the Director of Carrier Sales to manage track and trace functions, resolve issues, and maintain strong customer communication. Lead training initiatives and support talent development.
- Operational Support: Handle escalations and customer concerns, oversee after-hours operations, and ensure weekend coverage. Maintain quality control, monitor compliance, and make final decisions on carrier removals and disputes.
Qualifications:
- Bachelor’s degree in Business, Supply Chain Management, Logistics, or related field (MBA preferred)
- Minimum 7 years of logistics, transportation, or supply chain management experience, with at least 3 years in a leadership role
- Strong leadership and interpersonal skills, with a proven track record in managing large-scale operations
- Proficient in transportation management systems (TMS) and data-driven decision-making
Why Join Us?
At Capital Logistics Group, we are committed to fostering a growth-oriented environment where your expertise can thrive. This is an exciting opportunity to lead a dynamic team and make an impact on our continued success.
Capital Logistics Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
