Job Summary:
The Customer Experience Manager develops and maintains strong relationships with clients in the trucking and logistics industry. This position ensures a high level of customer satisfaction, serving as the primary contact for customers, managing customer needs, and working closely with internal teams to provide seamless, efficient, and reliable service.
Essential Job Functions:
- Serve as the primary point of contact for customers, proactively managing any service issues, inquiries, or needs. Develop and maintain strong, long-term relationships with key clients, understanding client business needs and aligning the Company’s offerings accordingly. Conduct regular account reviews with clients to discuss performance, service updates, and improvement opportunities. Identify potential growth opportunities within existing accounts, proposing additional services or solutions that benefit the customer’s operations. Collaborate with the sales team to develop strategies for expanding service offerings with current customers while negotiating with customers to increase profitability.
- Manage assigned accounts to ensure high satisfaction levels and identify areas for service improvement or additional value. Develop and manage key performance indicators (KPIs) such as on-time delivery, load acceptance, and service quality, implementing corrective actions as needed. Collaborate with operations and dispatch teams to ensure timely and accurate service delivery for customer loads. Anticipates customer issues and proactively provides solutions to prevent obstacles and meet or exceed customer expectations.
- Digitally accept, auto-accept, and manually enter customer orders into the order management system to execute
on loads.
- Address and resolve issues, such as delivery delays, damage claims, or service disputes, proactively while maintaining a high level of customer satisfaction. Act as a liaison between the customer and operations team to ensure effective communication, especially when issues arise.
- Work closely with the logistics, dispatch, and operations teams to improve service processes and drive efficiency in the customer experience. Collaborate with managed client base to continuously improve shipment operations, such as automated tracking, online booking/shipment management, communication on accessorials, and offering solutions based on shipping patterns and needs. Analyze customer feedback, operational data, profitability, and performance metrics to identify trends and areas for improvement, reporting findings to management.
- Prepare and present regular reports on account performance, key metrics, and customer satisfaction to internal
stakeholders. Maintain accurate records of customer interactions, feedback, and service requests in the TMS and CRM systems.
- Working safely is a company requirement. Each employee must comply with the safety policies and rules established by the company or by federal, state, and local occupational health and safety laws.
Pay: $45,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Vision insurance
Application Question(s):
- How many years of Transportation experience do you have?
Experience:
- Customer service: 1 year (Required)
Work Location: In person
