Job Description

Job Summary:
Under general supervision, the incumbent is responsible for managing a team of Customer Experience personnel and directing them in their day-to-day responsibilities as well as developing a strategy for their team to ensure day to day duties are accomplished. Responsibilities include customer engagement calls for available capacity and maintaining great customer service and profitable growth through team management. Serves as the liaison between the company and our customers and may act as the primary client manager. This position is responsible for the analysis of data to promote a better customer experience including preparing and compiling data, and leading strategic customer meetings, working with sales representative to address customer concerns, and employee development. This role will promote and foster a customer centric culture by influencing team, and external and internal clients. This role will oversee the management of activities for largest or most business-critical accounts ensuring account growth targets and providing best-in-class customer experience. This role will also oversee pricing strategy to drive customer and account growth.

Job Description:

Key Responsibilities: • Hire, train and develop staff to meet team objectives in regards to customer satisfaction, sales, and operations. • Manage performance of personnel by monitoring key performance indicators that lead to an excellent customer experience and profitable growth • Promote customer success by ensuring that an excellent customer experience is provided and personnel are proactively identifying customer inefficiencies to increase stakeholder satisfaction and operational efficiency • Gather data and derive new insights to conduct monthly and/or quarterly business reviews with key customers to ensure optimal customer experience and profitable growth • Develop strategy to ensure freight volume meets or exceeds monthly goals and volume commitments by maintaining award compliance, growing award, and resolving any deviation to increase stakeholder satisfaction and operational efficiency • Initiate growth focused activities to realize and capture market potential. • Lead talent identification, development, performance and overall management efforts for full team and other high level professionals, including managers • Leads budget meeting and exceeds team and business unit goals for sales and profitability. • Make decisions that impact business with little to no managerial direction • Properly manage risk and maintain financial integrity in all business matters • Collaborate and influence internal groups to optimize business processes- receivables, payables, sales, pricing, and operations • Lead team initiatives and drive forward customer experience team and department development • Foster inclusive team environment and promote inclusivity with customer interactions

Qualifications:

Minimum Qualification: High School Diploma/GED with 4-5 years of Customer Service/Sales Experience

Preferred Qualification: Bachelors Degree with 5 or more years of Customer Service/Sales/Management Experience; 3-4 years leadership experience

Skills & Abilities:
Experience working through change management
Experience excelling in high volume, fast-paced work environment
Experience supervising/managing a team
Experience working in transportation
Demonstrated sales focus
Experience influencing and motivating
Holding people accountable/difficult conversations
Demonstrated data analytics skills to recommend actionable solutions to customers
Demonstrated financial acumen
Ability to motivate and lead a successful team
Ability to create customer centric environment
Initiative work- exposure to other projects/group
Ability to drive change for whole customer experience organization