Manager II, Customer Experience - ICS
Company: J.B. Hunt Transport Services, Inc.
Location: Warwick
Posted on: June 24, 2022
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Job Description:
**JOB TITLE:**
Manager II, Customer Experience - ICS
**DEPARTMENT:**
Customer Service & Contact Center Operations
**COUNTRY:**
United States of America
**STATE/PROVINCE:**
Iowa
**CITY:**
West Des Moines
**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.
**KEY RESPONSIBILITIES:**
- Hire, develop and engage team of Customer Experience
personnel
- 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 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
- Promote change and experience with internal stakeholders to solve
customer problems
- Lead talent identification, development, performance and overall
management efforts for full team
- Strategize customer base and market trends to establish desk
level goals for entire team
- Foster and promote an inclusive team environment that enables
employees to come to work to do and be their best
**MINIMUM QUALIFICATIONS:**
- High School Diploma/GED with 3-4 years of Customer Service/Sales
Experience
**PREFERRED QUALIFICATIONS:**
- Bachelors Degree with 3-4 years of Customer
Service/Sales/Management Experience; 2-3 years leadership
experience
**SKILLS & ABILITIES:**
- Experience working through change management
- Experience excelling in high volume, fast-paced work
environment
- Experience supervising/managing a team
- Experience working in transportation
- Ability to work in a competitive environment
- Demonstrated sales focus
- 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
- Ability to influence and motivate beyond organizational level
**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
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.
Keywords: J.B. Hunt Transport Services, Inc., Warwick , Manager II, Customer Experience - ICS, Executive , Warwick, Rhode Island
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