Head of Customer Engagement & Service Excellence

KBX Logistics; Green Bay (WI); On-site; USD 110,000 - 150,000; Full time

Job summary

KBX Logistics seeks a strategic leader to guide a team focused on outstanding customer engagement and cross-functional collaboration across transportation and logistics operations. You will influence senior stakeholders, translate feedback into priorities, and drive accountability for improved service outcomes.

This role requires building trusted customer relationships, developing escalation clarity, and delivering measurable actions that align with business goals and customer success.

Qualifications

• Experience building and managing strategic customer relationships within transportation, logistics, or related industries.
• Ability to translate customer feedback into clear business priorities and actions.
• Proven track record of cross-functional collaboration with Operations, Technology, and Commercial teams.

Responsibilities

• Lead a team of Customer Engagement Leads and partner cross-functionally to improve communication discipline and escalation clarity.
• Drive service recovery and follow-through, translating performance into actionable insights.
• Develop and maintain relationships with internal and external stakeholders.
• Establish and monitor SLAs, escalation processes, and accountability for customer outcomes.
• Lead business reviews with customers and internal stakeholders, sharing recommendations and outcomes.
• Provide timely, proactive recommendations regarding Transportation and Logistics.
• Coach and mentor team members to ensure disciplined follow-up and effective escalation.
• Support reporting improvements to show root cause, recovery paths, and business impact.

Skills

Strategic Customer Relationships

Cross-functional Collaboration

Executive-level Communication

Customer Feedback Analysis

Escalation Management

Job description

KBX Logistics seeks a strategic leader to guide a team focused on outstanding customer engagement and cross-functional collaboration across transportation and logistics operations. You will influence senior stakeholders, translate feedback into priorities, and drive accountability for improved service outcomes.

This role requires building trusted customer relationships, developing escalation clarity, and delivering measurable actions that align with business goals and customer success.