Customer Care Manager

Why Choose Suddath to "Move" your Career to the Next Level?

At Suddath, you can be part of something special and inclusive Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development
• For more information on our benefit offerings, please visit and scroll down to view our employee benefits.

Summary: The Customer Care Manager oversees the personnel and processes involved in managing and handling claims for loss or damage to cargo and property, and providing structured feedback to Suddath branches to assist in reducing claims. Supervision of staff, monitoring processes, and analyzing opportunities for improvement are key components to the responsibilities. The Customer Care Manager is actively involved in communicating with and reporting to numerous inside and outside customers. The manager is also actively involved in departmental process improvement as well as continuous quality improvement.

Duties and Responsibilities:

Supervision:

• Supervise and direct all Customer Care personnel, including on site and remotely based adjusters
• Recruit and hire qualified personnel, maintaining adequate staff to support capacity needs for both peak and non-peak seasons
• Assure that all personnel have proper training, job skills, and knowledge to perform assigned duties. Assess and act when re-training is needed.
• Conduct performance reviews, career path planning meetings, positive feedback and recognition activities, corrective action meetings, and disciplinary actions with all Customer Care personnel
• Provide oversight for the department's work planning, scheduling, approval limits, and goal setting

Process and Quality Improvement:

• Assign claim processing and resolution work to adjusters to best respond to customer needs and to best utilize the skills and talents of the team
• Set yearly goals and monitor the timeliness, accuracy and quality of resolutions. Modify processes as necessary to meet goal objectives
• Implement and monitor a problem escalation process which assures follow up through resolution
• Provide timely reports and feedback to branches, LDD, Van Operators and production crew aimed at claims prevention and reduction
• Assist in root cause investigations of loss and damage incidents
• Communicate best pratices utilized by the highest performing branches and Van Operators
• Confirm adjusters make recommendations and provide feedback to branch Operations leaders on performace history and trends for all production personnel
• Maintain or improve on department standards for claim settlement time
• Develop plans for monitoring and improving customer satisfaction as measured by the customer survey results

Reporting and Communication:

• Provide required reports to Clients and