What are the responsibilities and job description for the Director, Customer Engagement position at Koch?
Your Job
In this role, you will lead a team of Customer Engagement Leads and partner cross-functionally to improve communication discipline, escalation clarity, service recovery, and follow-through. The ideal candidate brings strong customer judgment, operational understanding, executive-level communication skills, and the ability to influence stakeholders while translating customer feedback into clear priorities and measurable actions.
This is an opportunity for a strategic leader who can build trusted customer relationships and drive accountability for improved service outcomes.
Our Team
We serve as the strategic link between KBX, its customers, and internal business partner creating value by helping customers achieve their business goals while driving accountability, service excellence, and continuous improvement across transportation and logistics operations. To deliver strong customer outcomes, the team partners closely with Operations, Technology, Commercial, and customer stakeholders to address challenges, improve processes, and identify opportunities for innovation.
What You Will Do
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
KBX Logistics, a Koch company and global leader in transportation, offers world-class, technology-driven capabilities across all modes of managed freight and transportation asset management. KBX is uniquely positioned to meet the challenges shippers face, leveraging decades of firsthand experience and data-driven insights from a large, diverse, and global business network. By building mutually beneficial partnerships and innovative technology, KBX creates a competitive advantage for its customers and meets the growing need for cost effective and reliable supply chain solutions. For more information on KBX, visit www.kbx.com
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).
In this role, you will lead a team of Customer Engagement Leads and partner cross-functionally to improve communication discipline, escalation clarity, service recovery, and follow-through. The ideal candidate brings strong customer judgment, operational understanding, executive-level communication skills, and the ability to influence stakeholders while translating customer feedback into clear priorities and measurable actions.
This is an opportunity for a strategic leader who can build trusted customer relationships and drive accountability for improved service outcomes.
Our Team
We serve as the strategic link between KBX, its customers, and internal business partner creating value by helping customers achieve their business goals while driving accountability, service excellence, and continuous improvement across transportation and logistics operations. To deliver strong customer outcomes, the team partners closely with Operations, Technology, Commercial, and customer stakeholders to address challenges, improve processes, and identify opportunities for innovation.
What You Will Do
- Enable team members to become trusted advisors by transferring logistics, transportation, and business expertise that strengthens customer partnerships
- Lead and develop Customer Engagement Leads who provide strong customer communication, disciplined follow-up, and effective escalation when leadership decision-making is needed
- Develop and maintain relationships with internal and external business stakeholders in our customer organizations
- Develop a thorough understanding of customer’s business vision, strategies, priorities, and operations.
- Help customers achieve their business and financial goals by providing timely, proactive recommendations regarding Transportation and Logistics
- Drive accountability for customer outcomes by establishing and improving SLAs, escalation processes, and service recovery practices, ensuring customer commitments are met while identifying opportunities for continuous improvement.
- Build accountability through clear expectations, coaching, disciplined follow-up, and appropriate escalation when gaps persist
- Improve customer and internal reporting to show business impact, root cause, accountable ownership, recovery paths, and expected resolution
- Advocate for innovation and new ways of working between KBX and our customers utilizing improved business processes and technologies
- Partner with Operations, Technology, and customer leaders to address service opportunities, process improvements, and technology needs that affect customer outcomes
- Keep customers informed of market changes or potential service disruptions and advise on mitigation strategies
- Lead business reviews with customers and internal stakeholders, translating performance into actionable insights and recommendations
- Contribute and collaborate internally with the KBX team, share knowledge and best practices with team members, and serve as the voice of the customer for internal projects and initiatives
- Willingness to travel as needed
- Experience building and managing strategic customer relationships within transportation, logistics, supply chain, or freight-related industries
- Experience leveraging transportation or supply chain expertise to identify process improvements, cost savings opportunities, or operational efficiencies
- Experience partnering with cross-functional teams to resolve customer, operational, or service-related challenges
- Experience analyzing operational or business performance data to identify trends and recommend solutions
- Experience communicating and presenting recommendations to business stakeholders and leadership teams
- Experience identifying process improvements, cost savings opportunities, operational efficiencies, or service recovery actions that improve customer outcomes
- Experience managing enterprise customer relationships or strategic accounts
- Experience in managed freight, transportation management, supply chain consulting, or 3PL environments
- Experience leading customer-facing transformation or optimization initiatives
- Experience utilizing transportation management systems, analytics platforms, or business intelligence tools
- Experience leading teams or mentoring customer-facing professionals
- Experience developing and executing long-term customer strategies that drive revenue growth, operational improvement, and customer retention
- Experience developing customer-focused performance metrics, SLAs, KPIs, or governance processes
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
KBX Logistics, a Koch company and global leader in transportation, offers world-class, technology-driven capabilities across all modes of managed freight and transportation asset management. KBX is uniquely positioned to meet the challenges shippers face, leveraging decades of firsthand experience and data-driven insights from a large, diverse, and global business network. By building mutually beneficial partnerships and innovative technology, KBX creates a competitive advantage for its customers and meets the growing need for cost effective and reliable supply chain solutions. For more information on KBX, visit www.kbx.com
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).