International Customer Experience Manager

3 months ago

Indianapolis, United States Glomo Full time
Job DescriptionJob Description

JOB DESCRIPTION:

This position will report directly to our Director, Customer Experience, and lead our Customer Experience Department, focusing on delivering the highest level of customer service.

RESPONSIBILITIES: Detailed daily responsibilities include, but are not limited to:

· The manager will lead a team of coordinators who will be responsible for delivering a best-in-class experience for our executive customers.

· Provide oversight through teaching and managing our coordinators to provide on-going communication throughout every move.

· Work with leadership to manage and drive P&L goals including revenue targets and client scorecard results.

· Coaches team on offering and delivering additional services in support of the customers' move.

· Ensure the team delivers results through completing all tasks in a timely manner including post move calls. Goal is 100% for post move surveys.

· Review reporting and metrics daily to ensure all pick-up and deliveries are communicated to the customer and account management team as needed.

· Implement and drive customer quality and process improvement to assure operational excellence goals and objectives.

· Ability to lead by example and inspire people to provide top level service.

· Manage escalations and proactively communicate potential delays with cross functional teams to help inform clients.

· Collaborate on root cause analysis of service failures to identify and implement policy changes to avoid service issues.

· Recruit and develop coordinators, monitor productivity and efficiency, and administer progressive discipline.

· Develop and maintain strong relationships with key stakeholders inside and outside of the company.

· On-going knowledge development is a must for this position – the ability to continually expand and develop your professional skills and knowledge, industry knowledge, client knowledge. The innate desire to continually challenge yourself to go beyond the expected for your clients – strive for excellence.

CORE COMPETENCIES:

· A strong background in problem solving with hands on experience in logistics operations is essential.

· Servant leader traits with a willingness to roll up your sleeves and walk side-by-side with the team.

· Excellent analytical, decision-making, and prioritizing skills with the ability to seek alternative solutions in response to complications and problems.

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· Strong ability to provide employees with feedback, performance standards, clear instructions and expectations.

· Customer first mentality.

· Demonstrates an aptitude for learning quickly, retaining information and the ability to coach, mentor, and train peers as well as new team members in all aspects of logistics processes and procedures.

· Must have an ability to display calmness under pressure and respond to stressful customer situation in a calm and methodical manner.

· Demonstrates the ability to work independently in a fast-paced environment while exhibiting flexibility to adapt to the department's needs.

· Responds with a sense of urgency and acts confidently, assertively, and decisively while taking responsibility and accountability for position requirements.

· Provide a positive and effective work environment.

· Commits to organizational goals and objectives.

EXPERIENCE

· Bachelor's degree in business or equivalent in related field preferred.

· Extensive and diversified background with at least five years of related customer experience'

· Proven ability to plan and manage operational processes for maximum efficiency and productivity.

· Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly changing business demands.

WORKING CONDITIONS:

· PHYSICAL DEMANDS: Minimal physical effort required, with or without accommodation, regarding walking, sitting, standing, and manual dexterity for keyboarding. Keen auditory, visual, and verbal skills.

· MENTAL DEMANDS: Ability to prioritize multiple duties and adapt quickly to changing needs. Ability to function well under conditions of high volume with minimal supervision.

· This role is considered hybrid working 3 days a week in office and 2 days a week remote.

OUR CULTURE

· We work in a close, team environment. We love the motto “teamwork makes the dream work.” We pride ourselves on working together to always provide Real.Personal.Service

· We have a casual work environment where jeans, tees, and tennis shoes are encouraged

· Regular company events focused around team building including team lunches, holiday parties, and birthday celebrations

· Hybrid in office and at home work schedules to promote a healthy work/life balance

· Generous paid holidays and paid days off that increase with seniority in the company

· Full benefits including medical, dental and vision insurance as well as 401K with company matching

· We live by the “work hard, play hard” mentality


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