Customer Experience Supervisor

Job Description

Job Summary: We are seeking a highly motivated Customer Experience Supervisor to join our growing team. The CES will be responsible for ensuring that our customers have a positive onboarding experience when they join our 3PL business. You will be the primary point of contact for our customers and will work closely with them to onboard them onto our systems and processes. You will also be responsible for managing customer projects, ensuring that they are completed on time and to the satisfaction of the customer.

• Responsible for ensuring an exceptional end-to-end customer experience, identifying and nurturing supply chain service solution opportunities, while leading, supporting and advocating for the customer’s strategic business objectives. Consistently exceed corporate values and objectives.

• Provides project oversights across multiple applications to ensure deliverables are high quality and meets customer expectations.
• Create effective partnerships throughout organization.
• Escalate issues effectively by preparing, framing, and presenting them along with recommended solution to leadership.
• Use appropriate judgement to optimally leverage resources to address issues or opportunities.
• Support analytics requests as necessary.
• Leads Customer Service Team to meet new customer rollout deadlines.
• Build a team that promotes teamwork and collaboration to accomplish goals and drive engagement.
• Building and maintaining profitable relationships with customers.
• Overseeing the relationship with customers handled by the team.
• Resolving customer complaints quickly and efficiently.
• Expanding the customer base by upselling and cross-selling.
• Understanding key customer individual needs and addressing these.

Education and Experience:

• A bachelor’s degree in administration/related field or equivalent experience.
• A minimum of 5 years’ experience.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• Superior product knowledge.
• A team player with leadership skills.
• Maintain a positive attitude focused on customer satisfaction and team engagement.