Director of Customer Service - Intermodal

Location US-UT-Salt Lake City
Job ID
# Positions


Company Overview


At C.R. England, our most valuable asset is our people. Whether on the road, in our shops, or in our offices, our people make C.R. England a transportation industry leader. The diversity of our professionals drives us forward. We strongly believe each individual should have the support and opportunities they need to build a solid career. We provide. We live by the entrepreneurial and family spirit on which C.R. England was founded. We have opportunities for people of all backgrounds.


Department Overview

Our Operations Managers are responsible for overseeing all aspects of multiple accounts within our C.R. England Dedicated Division. 

Why join us: 

Stability: The transportation industry is crucial to the U.S. economy, making C.R. England a stable career choice. As a 97 year-old leader in the transportation industry, we have grown 100% in the last decade. We will continue growing as we approach our second century.


Employee Value: 2015 recipient of the Achievers Award for Most Engaged Workplaces in the U.S.


Benefits: World class compensation and benefits packages, continuous training and development, and a team-oriented culture


Work life balance: At C.R. England we value family both in our individual homes and our company family; our culture embraces this philosophy and fosters an environment to support both.


Position Summary


In this position you have the opportunity to work in the operations space with one of the largest, most stable, still growing company in the logistics and transportation field.


Position will manage all operations and customer service functions in the “off hours” to insure asset utilization, driver retention, high delivery of customer service and fleet profitability. Additionally, the Position assists, coaches, mentors individuals with all training and administrative items.


  • Develop and execute on a strategic vision.
  • Dealing with multiple customers at once.
  • Conflict Resolution.
  • Handling urgent situations in a professional manner.
  • Must have the ability to multi-task and have excellent organizational skills.
  • This job is highly demanding and requires patience, professionalism and vision.
  • Adaptable in a flexible environment.
  • Manage a team.  This includes interviewing for hire, coaching, determining standards, conducting performance appraisals and giving feedback.
  • Function as a partner to assigned departments and on assigned projects.
  • Work closely with company and department leadership to ensure team members are meeting the needs of the business.
  • Communicate status of projects and assignments.
  • Identify ways to improve project processes in order to maximize company value.


Essential Job requirements may include, but not be limited to:


  • Supervision and development of Customer Service Managers, Supervisors and Temp Tracking team.
  • Manage daily customer service functions of multiple areas and shifts.
  • Manage asset utilization to ensure maximum efficiency as driven by customer needs.
  • Conduct and manage company-mandated and account specific employee meetings.
  • Develop and implement cost reduction measures, ensuring maximum profitability and cost minimization.
  • Implement and perform all facets of Customer Service including but not limited to maintenance of Key Performance Indicators and Customer Relationship Management, as well as preparation and presentation Mid-year business reviews and annual account assessments.



Job qualifications may include, but not be limited to:


  • Excellent communication skills both written and verbal.
  • Ability to appraise, evaluate, and adequately respond to environmental strain and emotional stress.
  • Decision-making and analytical skills used to guarantee that every load is evaluated for ensuring that a profit is made for both the company and the customer. 
  • Have the ability or experience to operate in AS400 and PC environment: must be familiar with Microsoft Word, Excel and Power Point.
  • Must be able to sit at a desk for long periods of time and work variable schedules and hours as the job position dictates.
  • Be able to generate reports, navigate through databases and spreadsheets using excel and other Microsoft office products. 
  • Attention to detail, ingenuity, teamwork, and passion to exceed the goals are essential to this job.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.


Physical Requirements:


  • Capable of hearing, with our without correction, sufficiently to perceive normal speaking levels and receive detailed information through oral communication in order to facilitate meetings and work with internal customers and stakeholders by telephone and in person.
  • Position may involve kneeling, stooping, bending, pushing, lifting, carrying and moving objects that can weigh up to 25 pounds.
  • Capable of sitting at a desk for extended periods of time and working computer equipment.
  • Capable of speaking, writing, and reading English well and possessing a good command of the language so that various types of communications may be conducted in English with people of various levels of education and capabilities. 


C.R. England offers a competitive benefits package that includes, medical, dental, life insurance, vision, vacation, and 401K.


C.R. England has grown 100% in the last ten years and seeks to continue its exciting success. Our outstanding growth represents tremendous opportunity for those interested in leadership and management careers. Our hiring process focuses on those interested in long-term career possibilities.




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