Head of Customer Engagement & Service Excellence

Koch Business Solutions, LP; Green Bay (WI); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

Health Savings Account (HSA)

Life insurance

Retirement plan

Paid time off

Education assistance

Parental leave

Job summary

KBX Logistics, a Koch company, is seeking a strategic leader to guide Customer Engagement Leads and partner with Operations, Technology, and commercial teams. You will strengthen customer relationships, translate feedback into priorities, and drive accountability for service outcomes.

In this role, you will influence stakeholders, build trusted partnerships, and ensure follow-through on commitments while improving processes and customer value.

Qualifications

• Experience building and managing strategic customer relationships within transportation, logistics, or freight industries.
• Experience using transportation or supply chain expertise to identify process improvements or cost savings.
• Experience partnering with cross-functional teams to resolve customer or service challenges.
• Experience analyzing operational data to identify trends and drive solutions.
• Experience communicating recommendations to business leaders.

Responsibilities

• Lead and develop Customer Engagement Leads to ensure strong customer communication and escalation when needed.
• Build relationships with internal and external stakeholders in customer organizations.
• Develop understanding of customers' business vision, strategies, and operations.
• Provide proactive recommendations on Transportation and Logistics to meet business goals.
• Establish and improve SLAs, escalation processes, and service recovery practices.
• Drive reporting to show impact, root cause, and recovery paths.
• Collaborate with Operations, Technology, and customer leaders on improvements.
• Travel as required.

Job description

KBX Logistics, a Koch company, is seeking a strategic leader to guide Customer Engagement Leads and partner with Operations, Technology, and commercial teams. You will strengthen customer relationships, translate feedback into priorities, and drive accountability for service outcomes.

In this role, you will influence stakeholders, build trusted partnerships, and ensure follow-through on commitments while improving processes and customer value.