Regional Customer Experience Supervisor

Regional Customer Experience Supervisor (RCES)

Oak Harbor Freight Lines is an established, successful regional trucking company covering Washington, Oregon, Idaho, Nevada, Utah, Arizona & California. As a premier carrier offering superior service, we are always interested in exceptional people with excellent skills who strive to always achieve their best. Join us as a Regional Customer Experience Supervisor (RCES).

The RCES will oversee a team of customer experience team members to provide exceptional service for our customers. In this role, the RCES will lead and mentor the customer experience team to ensure high standards of service and customer satisfaction.

Essential Duties and Responsibilities:

• Lead the team members to ensure customers receive a world class experience.
• Identify training opportunities, assign appropriate training and/or provide training.
• Handle escalated customer concerns to reach a positive resolution.
• Work closely with operations leaders and sales to help resolve larger customer issues.
• Provide weekly reporting to Director of Customer Experience on performance of team members for both phones and tickets.
• Responsible for coaching, issuing discipline, and participating in the hiring process.
• Responsible for onboarding and overseeing training for new employees.
• Identify gaps in the customer experience and provide possible solutions.
• Participate in the Oak Harbor University Leadership Training monthly.
• Support Director of Customer Experience by handling other duties as assigned.
• Travel is needed to support team members at other terminals (less than 10% travel is required).
• General office duties and other duties as assigned.

Experience, Skills and Qualifications:

• 3+ years' experience in a supervisor role required.
• Minimum of 1 year of experience in the freight industry required, LTL is preferred.
• Minimum of 3 years of customer service experience required.
• Demonstrated expertise in leadership, teambuilding, and fostering strong interpersonal relationships.
• Ability to influence and work across a variety of levels within an organization without official authority.
• Excellent communication and negotiation skills.
• Strong PC proficiency and experience using MS Office products.
• Ability to travel to any location in the Oak Harbor footprint.
• AS400 experience preferred but not required.
• H.S. diploma or GED/equivalent required.

Benefits

• Overtime after 8 hours.
• Comprehensive medical, dental, and vision insurance with multiple plan options to fit your needs.
• Employee-only coverage pays up to 2% of gross income.
• Family coverage pays up to 4% of gross income.
• 401K 100% match up to 5% of employee's contribution.
• Accrue 80 hours of PTO within the first 11 months.
• Holiday pay after your 90 days.
• H.S. diploma or GED/equivalent is required.

Oak Harbor Freight Lines is an Equal Opportunity Employer