Director of Customer Experience - Grand Rapids, MI

Job Description

Job Description

Description :

LOGISTICS FOR THE INDUSTRIOUS

At Venture, we help our clients deliver their products, their promises, and their potential every day. If you believe in delivering great customer service, value partnership, and are always looking for a challenge, we’d like to meet you.

POSITION SUMMARY :

The Director of Customer Experience is responsible for leading and shaping the end-to-end customer journey across all logistics service lines. This role ensures a consistent, responsive, and proactive service experience that drives customer satisfaction, retention, and advocacy. The director leads cross-functional initiatives that improve communication, streamline issue resolution, and align service delivery with customer expectations and business objectives.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION :

• Develop and execute customer experience strategies that enhance service quality, client retention, and brand loyalty.
• Lead and mentor CX teams focused on onboarding, issue resolution, client education, and satisfaction.
• Collaborate with Sales, Operations, Carrier Management, and IT to address service pain points and customer feedback trends.
• Monitor and report on key customer satisfaction metrics and service levels.
• Identify process improvements and implement scalable service models tailored to customer segments.

Requirements :

OTHER SIGNIFICANT JOB FUNCTIONS INCLUDE :

REQUIRED EDUCATION / EXPERIENCE :

PREFERRED EDUCATION / EXPERIENCE :

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.) :

OTHER INFORMATION :

BENEFITS :

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.