Sr Manager, Customer Experience - Ltl

Job Title:

Sr Manager, Customer Experience - LTL

Department:

Customer Service & Contact Center Operations

Country:

United States of America

State/Province:

Arkansas

City:

Lowell

Full/Part Time:

Full time

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
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

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

Education:

Bachelors: Business Administration/Management, Bachelors: Business Communications, Bachelors: Transportation Logistics, GED (Required), High School (Required)

Work Experience:

Customer Service/Account Manager, Management-Entry Level, Sales, Transportation/Logistics

Job Opening ID:

00541615 Sr Manager, Customer Experience - LTL (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.