Customer Experience Manager

General Description Of Position As Customer Experience Manager, you’ll lead Lightning Transportation’s customer service team, overseeing operations, training staff, and ensuring prompt resolution of customer inquiries and concerns.

CORE VALUES At Lightning Transportation, our core values are our guide to shape our culture. By integrating these principles into our daily operations, we aim to create a positive impact on our employees, customers, and the world around us.

Built to Serve – Driven by a genuine desire to make a difference, embracing change and showing up fully committed to the vision.

Hard Working – Going above and beyond to achieve our goals and deliver exceptional service.

Customer Focused – Building long-term relationships based on trust, transparency, and exceptional service

Others First – Treating every employee with respect, empathy, and fairness.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leadership, Management, and Accountability (LMA) of the customer service representatives at all locations.
• Developing and maintaining a strong relationship with customers by serving as an escalation point of contact for their accounts, addressing inquiries, complaints and service requests ensuring a high level of satisfaction and retention.
• Handle escalated customer complaints and resolve complex issues while collaborating with other departments when necessary.
• Work with the Tech Team to meet the customers’ technology needs, including reports, API connections, EDI connections, etc.
• Report on customer feedback, service levels, and team performance to the executive team.
• Monitor data, analyze KPI’s and identify trends and areas of improvement.
• Proactively implement procedures and processes to improve our customer service efficiency and quality to improve customer satisfaction.
• Ensure customer service representatives are responding timely to customer needs such as scheduling, tracking, and problem resolution.
• Take initiative, set priorities, learn quickly, and take ownership of assigned projects and initiatives in a time and deadline driven environment.
• Supervise customer service staff as required by individual position(s); participate in hiring, evaluating, training, discipline, and discharging employees as necessary.
• Lead, coach and train all customer service representatives to enhance team skills and productivity.
• Delegate and elevate grow the team with cross training to take over roles as needed to keep up with the company growth.
• Recruit and hire the Right Person Right Seat (RPRS) by evaluating skills, competencies and talent for appointed departments.
• Foster a strong culture using EOS within your departments to coach, mentor and develop team members to enhance their skills and productivity while continually promoting the company’s core values.
• Perform any other related duties as required or assigned.

TO BE SUCCESSFUL, YOU SHOULD HAVE

• An associate or bachelor’s degree in business or a related field and at least 2 years of industry experience are preferred but not required.
• Proficient in software like Excel, Word, and Teams, with strong communication, critical thinking, and organizational skills.

PHYSICAL DEMANDS

• Lifting/pushing/pulling less than 25lbs.
• Office setting with temperaturecontrolled offices with moderate noise levels.
• Outside work is limited.

BENEFITS

• Paid Time Off and Holidays
• Medical, Dental, and Vision Insurance
• Health Reimbursement Arrangement (HRA)
• Life Insurance
• Employee Assistance Program
• 401k
• Tuition Reimbursement
• Career Growth Opportunities