Customer Excellence Manager

CONA Services•Charlotte, NC

10d•Hybrid

About The Position

The Customer Excellence Manager is responsible for communicating and partnering with production centers, warehouses, carriers, and customer locations within an assigned region. This role involves maintaining and improving customer relationships, serving as the primary point of contact, and providing on-site business support. The position will also work with customers to identify and implement continuous improvement initiatives and stay accountable to regional performance metrics. This includes analyzing metric data and initiating conversations that promote synergies between customer operations and Red Classic operations.

Requirements

3 to 5 years of customer service experience
Excellent interpersonal and communication skills
Self-motivated with high accountability for personal achievement
Ability to interact with customers with limited leader support
Must have the ability to travel 50% of the time
Must have excellent written and verbal skills
2 years of education beyond high school in college or technical school

Nice To Haves

Warehouse experience preferred
Transportation experience preferred
Bachelor’s degree
Knowledge acquired through 3 to up to 5 years of work experience

Responsibilities

Serves as the primary point of escalation for operational opportunities that cannot be resolved by the Customer Operations team, including but not limited to ongoing trailer par overages/shortages, lanes or location-specific improvement plans to improve on-time pick/delivery, reoccurring carrier issues, and other items requested by customer or carriers’ leadership team.
Provides leadership and subject matter expertise on customer operation-related matters within the assigned region.
Monitors regional customer and carrier scorecards performance and implements process improvement initiatives to improve scorecard compliance and customer satisfaction.
Travels and provides on-site leadership by communicating face-to-face with production centers, warehouses, and other customer sites; whereby, areas of responsibility can span across multiple states and include 15 plus facilities.
Partners with internal departments including Brokerage, Asset Planning, Finance, and Field Operations to optimize service and cost for the key customer accounts.
Performs other duties as assigned.