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Customer Experience Manager

Company: Tax-Air
Location: Milwaukee
Posted on: May 18, 2019

Job Description:

Tax-Air is seeking an experienced and energetic Customer Experience Manager in Milwaukee, WI! This is an exciting opportunity to make a large impact at this fast growing transportation services office (air/ocean, less-than-truckload, and nationwide logistics services). Very competitive pay and benefits package including:

  • Health, Dental, and Vision Insurance
  • Wellness Program with medical premium discounts available
  • Health Reimbursement Account
  • Flexible Spending Account
  • Short-Term Disability provided at no cost
  • Life Insurance policy provided at no cost
  • Company-matched 401(k)
  • Generous paid vacation time and PTO
  • Paid holidays Essential Functions: Oversees Corporate Customer Experience staff. Provides leadership, supervision, training, development, and performance management to assigned staff. Strives to consistently provide an exceptional customer experience. Manages daily distribution of customer experience workload; collaborates and directs outlying terminals' customer experience teams to fluctuating business demands, as needed. Monitors staff performance and productivity (utilizes resources such as the call management system, freight management system, etc.). Responsible for effective exception management (e.g. ensures the proper SOPs are administered and associated communication occurs, should the status of a shipment change, etc.). Monitors key customer accounts' activity; proactively anticipates service needs, works to prevent issues, and responds quickly to resolve any issues encountered. Assists in creating, updating, and maintaining procedures/processes and training/development for departmental staff. Ensures adherence to corporate procedures on an ongoing basis. Collaborates with various internal teams (Operations, Sales, Management) to ensure service expectations are met. Reviews and analyzes established KPIs on a regular basis; takes corrective action on service failures; ensures delay codes are entered properly per guidelines. Conducts random performance management audits (e.g. monitors live customer experience calls, reviews email exchanges to customers, etc.). Provides recognition and implements corrective action, as necessary, to assigned staff. Assesses technological needs routinely and partners with IT Department for continual refinement, to best service the needs of the employees and the customers. Directly performs customer experience support functions, as required (responds to phone calls, enters pick-ups, processes PODs, provides quotes, etc.). Informs Supervisor of pertinent issues and information warranting his/her knowledge, action, or resolution. Leads by example; demonstrates core value that, "Every Customer Matters and Every Employee Counts." Promotes and maintains a safe and secure working environment. Other duties, as required. Minimum 3 years' experience managing a customer service and/or call center department preferred. Knowledge of Tax-Air customer base and transportation experience preferred. Experience coordinating with multiple sites a plus. Ability to work in fast-paced and stressful environment with continually changing priorities, while maintaining a positive attitude. Excellent written and verbal communication skills, with attention-to-detail; strong problem solving and follow-through skills. Proficiency with standard computer programs and ability to learn new software as needed (e.g. Microsoft Word, Excel, freight management systems, etc.). Willingness to travel to customer locations/attend customer events as needed; projects a consistent, customer-oriented and professional business image at all times.

Keywords: Tax-Air, Milwaukee , Customer Experience Manager, Executive , Milwaukee, Wisconsin

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