J.B. Hunt Transport Sr Manager, Customer Experience in Atlanta, Georgia
Sr Manager, Customer Experience
Atlanta, GA - 2727 Paces Ferry Rd SE
Sr Manager, Customer Experience
Customer Service & Contact Center Operations
United States of America
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.
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
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
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
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
Bachelors: Business Communications, Bachelors: Business Administration/Management, GED (Required), High School (Required), Bachelors: Transportation Logistics
Sales, Customer Service/Account Manager, Management-Entry Level, Transportation/Logistics
Job Opening ID:
00410852 Sr Manager, Customer Experience (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.”
Posted 12 Days Ago
Fortune 500 experience. Career advancement. Nationwide relocation possibilities.
Headquartered in Northwest Arkansas, J.B. Hunt is a dominate force in transportation and logistics industry, offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.
Why J.B. Hunt?
J.B. Hunt is a leading transportation and logistics company for one simple reason – our people. The career possibilities and benefits of working at J.B. Hunt are endless. From competitive salary and benefits packages, to defined career paths and growth opportunities, we take care of our people and take great pride in our efforts to build and sustain an inclusive workplace for all employees.
What are we looking for?
J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all departments. Whether you are fresh out of school or bring years of industry experience, a role at J.B. Hunt could take your career to the next level.
J.B. Hunt Transport, Inc. affirms its belief in equal employment opportunity for all employees and applicants for employment in all terms and conditions of employment. J.B. Hunt is committed to both the spirit and the letter of affirmative action law and continues its good-faith efforts to comply with all applicable government laws and regulations. The company is committed to basing employment decisions on the principles of equal employment opportunity. J.B. Hunt will recruit, hire, compensate, offer benefits to, upgrade, train, layoff, terminate, and/or promote individuals without discrimination in regards to race, color, religion, sex, national origin, age, sexual orientation, gender identity, status as a qualified individual with a disability, status as a protected veteran, or other bases by applicable law.
J.B. Hunt Transport, Inc. offers reasonable accommodation in the employment process for individuals with disabilities. If you need assistance in the application process due to a disability, you may request accommodation at any time by calling 1-800-777-4968.