Manager II, Customer Experience - ICS
Company: J.B. Hunt Transport Services, Inc.
Location: Flagstaff
Posted on: August 3, 2022
Job Description:
JOB TITLE:Manager II, Customer Experience -
ICSDEPARTMENT:Customer Service & Contact Center
OperationsCOUNTRY:United States of
AmericaSTATE/PROVINCE:IowaCITY:West Des MoinesFULL/PART TIME:Full
timeJOB SUMMARY: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.KEY RESPONSIBILITIES:
- Hire, develop and engage team of Customer Experience
personnel
- 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 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
- Promote change and experience with internal stakeholders to
solve customer problems
- Lead talent identification, development, performance and
overall management efforts for full team
- Strategize customer base and market trends to establish desk
level goals for entire team
- Foster and promote an inclusive team environment that enables
employees to come to work to do and be their bestMINIMUM
QUALIFICATIONS:
- High School Diploma/GED with 3-4 years of Customer
Service/Sales ExperiencePREFERRED QUALIFICATIONS:
- Bachelors Degree with 3-4 years of Customer
Service/Sales/Management Experience; 2-3 years leadership
experienceSKILLS & ABILITIES:
- Experience working through change management
- Experience excelling in high volume, fast-paced work
environment
- Experience supervising/managing a team
- Experience working in transportation
- Ability to work in a competitive environment
- Demonstrated sales focus
- 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
- Ability to influence and motivate beyond organizational
levelEDUCATION:Bachelors: Business Administration/Management,
Bachelors: Business Communications, Bachelors: Transportation
Logistics, GED (Required), High School (Required)WORK
EXPERIENCE:Customer Service/Account Manager, Management-Entry
Level, Sales, Transportation/LogisticsTHIS 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.
Keywords: J.B. Hunt Transport Services, Inc., Flagstaff , Manager II, Customer Experience - ICS, Executive , Flagstaff, Arizona
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