Brokerage Customer Experience Manager (Remote)
About The Position
The Brokerage Market Manager is a subject matter expert for customs brokerage and customer experience. This position leads a team of dynamic GFF Brokerage Customer Experience (CX) resources that manage the relationship of roughly 750 brokerage accounts. He/She will ensure the team is organized, supported, trained, and guided through the CX approach to customer management, issue resolution, and customer retention. This position may also be called on to directly manage a small book of customers and support organizational growth initiatives. This position requires traveling depending on business needs.
Requirements
- Customer Management Experience (Issue resolution, meeting coordination, facilitation, KPI discussions)
- Proficient in Microsoft Office software (Word, PowerPoint, Excel, and Access)
- Digital Mindset (Co-Pilot, CRM, DOMO, AI)
- Experience using Customer Retention Management or Project Management technology platforms
- Strong knowledge local customs regulations
- Strong analytical, verbal, and written communication
- Strong collaborator/Innovator
- International Trade, Logistics or Freight Forwarding experience
- GFF Customs Brokerage experience
- Customs Broker License
- Bachelor’s degree
- Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer
Nice To Haves
- Customs Broker License (Preferred for internal candidates)
- Bachelor’s degree (Preferred for internal candidates)
Responsibilities
- Lead a team of dynamic GFF Brokerage Customer Experience (CX) resources that manage the relationship of roughly 750 brokerage accounts
- Ensure the team is organized, supported, trained, and guided through the CX approach to customer management, issue resolution, and customer retention
- Directly manage a small book of customers (as needed)
- Support organizational growth initiatives
Benefits
- Medical/prescription drug coverage
- Dental coverage
- Vision coverage
- Flexible Spending Account
- Health Savings Account
- Dependent Care Flexible Spending Account
- Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
- Disability Income Protection Plan
- Employee Assistance Program
- 401(k) retirement program
- Vacation
- Paid Holidays and Personal time
- Paid Sick and Family and Medical Leave time as required by law
- Discounted Employee Stock Purchase Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
