Customer Experience Manager

5 days ago


Greeneville, Tennessee, United States Forward Air Solutions Full time

At Forward Air Solutions, we're looking for a seasoned professional to fill the role of Customer Experience Manager. As a key member of our team, you will be responsible for ensuring seamless customer interactions and providing exceptional service.

About the Job

This is an exciting opportunity to leverage your leadership skills and experience in customer care. You will oversee the daily operations of our call center, focusing on statistics analysis, scheduling, and training initiatives.

In this role, you will:

  • Monitor and analyze call center statistics to identify areas for improvement and implement changes accordingly.
  • Schedule weekly rotations for the Complete Care team, ensuring optimal coverage and efficiency.
  • Participate in comprehensive training programs to enhance team performance and knowledge.
  • Develop and enforce policies and procedures to maintain high standards of customer satisfaction.
  • Oversee quality control processes to guarantee accuracy and excellence.

A successful candidate will possess strong organizational and communication skills, with the ability to work collaboratively within a dynamic team environment. If you're a strategic thinker with a passion for delivering exceptional customer experiences, we encourage you to apply.

The estimated annual salary for this position is approximately $85,000, commensurate with qualifications and experience.



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