Regional Manager
4 weeks ago
Job Summary
As a Regional Manager - Customer Experience Leader at Lineage Logistics, you will be responsible for managing all customer care activities within an assigned region. You will serve as a strategic business partner to senior level operations and sales leaders, leading a highly capable team of customer care professionals to improve our customer experience via the regional customer care vision and in parallel with business objectives.
Key Responsibilities
- Support the implementation of all customer care initiatives and processes across the region to drive business performance.
- Be an advocate for the company's customer experience structure and philosophy to ensure consistency across the region.
- Drive standardization to enable a seamless customer experience.
- Hire, train, and develop a team of customer care professionals with a focus on continuous improvement and teamwork.
- Analyse CSAT scores to drive data-driven process improvements.
- Clearly communicate goals and critical information to customer care teams throughout the region.
- Assist with new customer onboarding activities as needed.
- Provide support for Sales Manager for Quarterly Business Reviews (QBRs).
- Partner with Revenue Management to create actions derived from the Customer Profitability Model.
- Be a champion for Lineage Link adoption and accessorial revenue capture initiatives.
- Demonstrate to customers the value of using technology such as Lineage Link and Salesforce Service Cloud.
- Assume an ownership posture and facilitate the resolution of high-priority customer care problems.
- Collaborate with other Regional Managers to address and resolve large customer opportunities via updated policies and procedures to drive network-wide consistency.
- Identify process inefficiencies and other areas of opportunity within the Customer Care team.
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