J.B. Hunt Transport Sr Manager, Customer Experience, ICS in Pico Rivera, California
Sr Manager, Customer Experience, ICS
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.
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
- High School Diploma/GED with 4-5 years of Customer Service/Sales Experience
- 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 Administration/Management, Bachelors: Business Communications, Bachelors: Transportation Logistics, GED (Required), High School (Required)
Customer Service/Account Manager, Management-Entry Level, Sales, Transportation/Logistics
Job Opening ID:
00411806 Sr Manager, Customer Experience, ICS (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.”
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.