Job Title:

Sr Manager, Customer Experience - LTL

Department:

Customer Service & Contact Center Operations

Country:

United States of America

State/Province:

Arkansas

City:

Lowell

Full/Part Time:

Full time

Job Summary:

Under general supervision, the position is responsible for the oversight of multiple functions under one cost center with one or more levels of management. The incumbent leverages strategic management and leadership over all aspects of operational and overall customer performance, including problem identification, solution implementation and financial performance.

Job Description:

• 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.

Qualifications:

Minimum Qualifications:

• 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.

Preferred Qualifications:

• 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.

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

Education:

Bachelors: Business Administration/Management, Bachelors: Business Communications, Bachelors: Transportation Logistics, GED (Required), High School (Required)

Work Experience:

Customer Service/Account Manager, Management-Entry Level, Sales, Transportation/Logistics

Job Opening ID:

00621240 Sr Manager, Customer Experience - LTL (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.