Customer Experience Supervisor

About Meiborg:

As an industry leading logistics company, Meiborg provides safe and reliable transportation services to a diverse group of customers throughout the United States. With a reputation of providing only the best in transportation and warehousing, our professional customer support staff deliver the highest levels of efficiency and performance for our customers.

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Position Purpose:

The purpose of the Customer Experience Supervisor is to act as an initial liaison and relationship builder for new and existing customers, ensuring adherence to the highest quality of standards. Through communication and dynamic gathering of insight into customer needs, this individual will then work with the Customer Service and Operational Teams to further inside sales, optimize scorecard performances, and manage overall customer satisfaction metrics.

Job Type: Full-time

Pay: Based on education, experience, and credentials

Benefits:

· Comprehensive benefits package including Medical, Dental, Vision, and Rx

· PTO benefits

· 401k with Company match

· Company paid chiropractic available immediately upon hire

· Short Term Disability

· Life Insurance

Job Location: Rockford, Illinois

Job Requirements:

· Years of Experience: Two years of customer service experience, sales, and logistics are required. Experience in the transportation industry highly desired

· Education: High School diploma or GED required; associate or bachelor’s degree preferred

Essential Responsibilities:

· Serve as the first point of contact for new customers, collecting all necessary information regarding service requirements, core business competencies, and relevant information regarding freight needs in order to fully understand and take ownership of the Customer Experience

• Lead and manage inside sales initiatives to drive lane and revenue growth
• Provide guidance, training, and support to Customer Service Specialists in order to assist with daily customer needs and interactions and support the professional development of both customer accounts as well as team members
• Develop internal scorecards to measure and evaluate the performance of the Customer Service Team that are reflective of existing customer external scorecards to ensure that internal metrics meet or exceed customer expectations
• Conduct regular reviews to assess performance against key performance indicators (KPIs) and continuously identify areas of both success and improvement
• Collaborate with sales, marketing, warehousing, continuous improvement, logistics, and other departments to ensure a seamless Customer Experience as well as gather feedback to assess a well-rounded customer view
• Ensure communication and execution of accurate and timely customer invoicing
• Identify opportunities to streamline existing customer needs; strive to serve as a partner in their business endeavors by presenting value added services before they are requested or thought of.
• Think outside the box and always strive to come up with an option, regardless of end viability, to customer problems or challenges
• Analyze customer data as well as feedback to gain further insight into customer behaviors and preferences, communicating on a regular basis through meetings or reports to senior management and the Executive Team
• Other duties as assigned

Qualifications/Skills:

• Exceptional verbal and written communication skills
• Ability to problem solve, resolve conflict, and multi-task
• Capacity to analyze and retain information
• Proficient documentation skills
• Intermediate level in Microsoft Office; Google Suite
• Familiarity with phone systems and computer software platforms

Supervisory Responsibilities: 3-5 individuals

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer

· Must be able to lift 15 pounds at times.

At Meiborg Logistics, we are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, and provide opportunities for advancement based on individual qualifications and job performance. We will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sex orientation, marital status, age, disability, or status as a covered veteran. We are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Meiborg Logistics is a place where you can grow your career and own your future. We will consider for employment all qualified applicants.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person