Regional Customer Experience Supervisor

Oak Harbor Freight Lines • Reno, NV

7d • Onsite

About The Position

Oak Harbor Freight Lines is seeking a Regional Customer Experience Supervisor (RCES) to oversee a team of customer experience team members and provide exceptional service to customers. The RCES will lead and mentor the team to ensure high standards of service and customer satisfaction. This role involves collaborating with operations and sales leaders, providing performance reports, and participating in the hiring and training processes. The position requires travel to support team members at other terminals (less than 10%).

Requirements

• 3+ years’ experience in a supervisor role required.
• Minimum of 1 year of experience in the freight industry required, LTL is preferred.
• Minimum of 3 years of customer service experience required.
• Demonstrated expertise in leadership, teambuilding, and fostering strong interpersonal relationships.
• Ability to influence and work across a variety of levels within an organization without official authority.
• Excellent communication and negotiation skills.
• Strong PC proficiency and experience using MS Office products.
• Ability to travel to any location in the Oak Harbor footprint.
• H.S. diploma or GED/equivalent required.

Nice To Haves

• AS400 experience preferred but not required.

Responsibilities

• Lead team members to ensure customers receive a world-class experience.
• Identify training opportunities, assign appropriate training and/or provide training.
• Handle escalated customer concerns to reach a positive resolution.
• Work closely with operations leaders and sales to help resolve larger customer issues.
• Provide weekly reporting to Director of Customer Experience on performance of team members for both phones and tickets.
• Responsible for coaching, issuing discipline, and participating in the hiring process.
• Responsible for onboarding and overseeing training for new employees.
• Identify gaps in the customer experience and provide possible solutions.
• Participate in the Oak Harbor University Leadership Training monthly.
• Support Director of Customer Experience by handling other duties as assigned.
• General office duties and other duties as assigned.

Benefits

• Comprehensive medical, dental, and vision insurance with multiple plan options to fit your needs.
• Employee-only coverage pays up to 2% of gross income.
• Family coverage pays up to 4% of gross income.
• 401K – 100% match up to 5% of employee’s contribution.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED