Sr Manager, Customer Experience - LTL

J.B. Hunt Transport Services, Inc.•Lowell, AR

About The Position

Using a strategic approach, successfully promote, manage, and maintain internal/external customer relationships aimed at promoting customer loyalty, portfolio expansion, improving operational efficiency, and overall employee retention. Manage financial performance, including, but not limited to, cost control decisions, expense management, while maximizing profitability, evaluating, preparing and presenting on design versus actual performance analysis for each customer through QBRs and annual account assessments in conjunction with Sales Team. Train on processes and procedures tied to day-to-day operations while seeking to identify and implement process enhancements to increase profitability where possible. Communicate with customers, internal departments, and team to identify and resolve problems or issues with customers and/or LTL Carriers. Manage all offshore/temporary labor supporting Operations/CE, utilizing as a lever to more appropriately scale fixed costs Compile reports pertaining to operational, financial, and service metrics on a monthly cadence and as needed; monitor and resolve deviation from key performance indicators. Identify needs and facilitate employee training and development; monitor ongoing performance progress to promote, engage, and retain employees in positions of increasing responsibility by optimizing job performance through evaluations, individual development plans, and employee recognition programs. Serve as an escalation point of contact for issues around assigned customers and underlying LTL Carriers, geared at enabling exceptional service. Collaborate on annual budget prep, audit current year’s performance of actual versus budgeted expenses, and provide feedback to the Director and/or VP of LTL regarding required adjustments to the budget.

Requirements

High School Diploma/GED And at least 5 years of supervisory experience and/or military equivalent OR Bachelor's Degree in Business Administration/Management, Supply Chain Management, Finance, or related field. A minimum of 3 years of supervisory experience and/or military equivalent.
Possess a valid driver's license with a clean motor vehicle record as per J.B. Hunt standards.
Ability to work across multiple shifts including nights and/or weekends if needed.
Travel +/- 10% in support of customer, LTL Carrier and/or company events when applicable.

Nice To Haves

Ability to process information quickly with high levels of accuracy.
Anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
Ability to accurately analyze situations and reach productive decisions based on informed judgment
Establish and maintain healthy working relationships with clients, vendors, subordinates and peers.
Ability to develop and track challenging goals that support business strategies
Knowledge of business metrics and Key Performance Indicators (KPIs).
Ability to assemble, and manage effective teams
Understanding the resources required to achieve business objectives and the ability to plan, mobilize, and distribute resources to fulfill business objectives and plans.

Responsibilities

Promote, manage, and maintain customer relationships.
Manage financial performance, including cost control and expense management.
Train on processes and procedures and implement process enhancements.
Communicate with customers, internal departments, and team to resolve problems.
Manage offshore/temporary labor.
Compile reports on operational, financial, and service metrics.
Identify needs and facilitate employee training and development.
Serve as an escalation point of contact for issues around assigned customers and underlying LTL Carriers.
Collaborate on annual budget prep and audit current year’s performance.