Head of Customer Engagement & Service Excellence

Koch; Green Bay (WI); On-site; USD 110,000 - 160,000; Full time

Job summary

KBX Logistics seeks a strategic leader to guide a team of Customer Engagement Leads, aligning cross-functional partners to strengthen customer relationships and accountability. You will translate feedback into clear priorities and measurable actions, while advocating innovative approaches for improved service outcomes.

This role emphasizes leadership, customer-centric strategy, and the ability to influence stakeholders across Operations, Technology, and Commercial teams.

Qualifications

• Experience building and managing strategic customer relationships.
• Experience applying transportation/logistics knowledge to improve processes.
• Experience partnering with cross-functional teams to resolve issues.
• Ability to analyze performance data and derive recommendations.
• Experience presenting recommendations to leadership.

Responsibilities

• Lead and develop Customer Engagement Leads to deliver trusted advisement.
• Improve escalation clarity, follow-up, and service recovery practices.
• Develop relationships with internal and external stakeholders.
• Drive understanding of customers' business goals and priorities.
• Provide proactive recommendations on Transportation and Logistics.
• Establish and improve SLAs, escalation processes, and accountability.

Skills

Strategic relationships

Logistics knowledge

Cross-functional collaboration

Data analysis

Executive communication

Tools

BI tools

Job description

KBX Logistics seeks a strategic leader to guide a team of Customer Engagement Leads, aligning cross-functional partners to strengthen customer relationships and accountability. You will translate feedback into clear priorities and measurable actions, while advocating innovative approaches for improved service outcomes.

This role emphasizes leadership, customer-centric strategy, and the ability to influence stakeholders across Operations, Technology, and Commercial teams.