Senior Manager of Customer Excellence

Penske•Philadelphia, PA

45d

About The Position

The Senior Manager of Customer Operations will directly work with enterprise customers (having multiple locations across multiple regions for a customer account) to maintain operational acuity and synchronization with customer requirements. In an enterprise/LLP environment, this position is accountable for achieving common business practices, cost reduction and metrics across all logistics operations and providers. This role will drive customer growth and retention.

Requirements

High School diploma or equivalent required
5-8 years of multi-location P&L/growth experience required
Thorough knowledge of logistics operational capabilities, engineering and IT tools required
Successful track record with developing customer relationships required.
Must be able to maintain consistent, high level operating metrics and service levels across multiple locations and/or 3rd party logistics providers.
Ability to navigate successfully through dotted lined, matrixed organization with respect to pulling in resources to help remedy customer issues required.
Must be able to develop creative solutions to help drive cost structure improvement for customers.
Regular, predictable, full attendance is an essential function of the job
Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history), and drug screening are required.

Nice To Haves

Bachelor's Degree preferred. If no degree, equivalent work experience is required

Responsibilities

Serve as a focal point for customer issues, rectify and mitigate customer issues to achieve high customer satisfaction levels.
Proactively works with primary customer interface to target opportunities to improve operational effectiveness and cost reduction.
Oversee and assist with customer accounts within the US; the goal is to identify common opportunities and implement solutions among locations in the network.
Work with Product Line Managers (PLM) for network design opportunities and pricing now opportunities.
Quarterly Business Review (QBR) lead on the new accounts.
Work with the backhaul team for opportunities and synergies within the entire network
Work with Strategic Account Executives (SAE) to find additional business opportunities in these new additional accounts
Communicate essential customer information including but not limited to operation metrics, organizational changes, operational procedures to all providers and logistics locations across a customer account.
Collaborate with Strategic Account Executives (SAE) to target, evaluate, and grow the customer account.
Oversee several area network operations. Manage customer engagement, location financial process's, reporting, and assist solution implementation.
Identify and drive productivity improvement.
Other projects as assigned