Customer Experience Manager

Core Values Built to Serve – Driven by a genuine desire to make a difference, embracing change and showing up fully committed to the vision. Hard Working – Going above and beyond to achieve our goals and deliver exceptional service. Customer Focused – Building long-term relationships based on trust, transparency, and exceptional service. Others First – Treating every employee with respect, empathy, and fairness. General Description of Position As the Customer Experience Manager, you’ll play a critical role in the overall success of Lightning Transportation’s customer service department. You will oversee all operations in customer service such as managing and training the customer service representatives and ensuring that all customer inquiries and concerns are addressed promptly. Essential Duties and Responsibilities Leadership, Management, and Accountability (LMA) of the customer service representatives at all locations. Developing and maintaining a strong relationship with customers by serving as an escalation point of contact for their accounts, addressing inquiries, complaints and service requests ensuring a high level of satisfaction and retention. Handle escalated customer complaints and resolve complex issues while collaborating with other departments when necessary. Work with the Tech Team to meet the customers’ technology needs, including reports, API connections, EDI connections, etc. Report on customer feedback, service levels, and team performance to the executive team. Monitor data, analyze KPIs and identify trends and areas of improvement. Proactively implement procedures and processes to improve our customer service efficiency and quality to improve customer satisfaction. Ensure customer service representatives are responding timely to customer needs such as scheduling, tracking, and problem resolution. Take initiative, set priorities, learn quickly, and take ownership of assigned projects and initiatives in a time and deadline driven environment. Supervise customer service staff as required by individual position(s); participate in hiring, evaluating, training, discipline, and discharging employees as necessary. Lead, coach and train all customer service representatives to enhance team skills and productivity. Delegate and elevate grow the team with cross training to take over roles as needed to keep up with the company growth. Recruit and hire the Right Person Right Seat (RPRS) by evaluating skills, competencies and talent for appointed departments. Foster a strong culture using EOS within your departments to coach, mentor and develop team members to enhance their skills and productivity while continually promoting the company’s core values. Perform any other related duties as required or assigned. To Be Successful, You Should Have Associate or bachelor’s degree in business, management, or related field is preferred but not required. A minimum of 2 years of industryrelated experience is preferred but not required. Ability to use Company TMS, Email Management Systems, customer portals along with multiple software programs such as Excel, Word, Teams etc. Ability to effectively lead, communicate, use critical thinking, and demonstrate strong organizational skills. Physical Demands Lifting/pushing/pulling less than 25lbs. Office setting with temperature controlled offices with moderate noise levels. Outside work is limited. Benefits Paid Time Off and Holidays Medical, Dental, and Vision Insurance Health Reimbursement Arrangement (HRA) Life Insurance Employee Assistance Program 401k Tuition Reimbursement Career Growth Opportunities #J-18808-Ljbffr Lightning Transportation, Inc.