Senior Manager, Customer Care

Roadrunner Freight • Downers Grove, IL, US

30+ days ago

Job type

Full-time

Job description

Senior Manager Customer Care

The primary function of the Senior Manager Customer Care is to oversee day to day operations of the centralized contact center through effective leadership, employee growth and development, and departmental process improvements.

Critical Job Functions :

Effectively lead and manage the Customer Care department by championing a customer-centric culture, demonstrating strong company values and a commitment to excellence in customer service.
Manage daily operations through regular communication with all members of the department, especially the management team, including providing guidance on prioritization of tasks based on urgency.
Collaborate with cross-functional teams to collectively support the customer by identifying customer needs and proposing solutions to improve efficiencies and quality.
Collaborate with Manager Customer Experience Projects to understand staffing needs and ensure proper allocation of headcount.
Hire, coach, and provide ongoing development opportunities to all members of the department.
Manage and take complete ownership of the relationship between offshore provider and Roadrunner.
Continually promote high customer service standards and recognize employee success when positive results are achieved.
Ensure coaching and disciplinary actions are executed by the management team when necessary for the business to continue operating at a high level.
Establish relationships and enhance the level of cooperation, collaboration, and trust that exists between people, interacting and others personally, and effectively.
Strive to earn the trust and collaboration within the department in addition to networking and building collaborative relationships with other department leaders.
Motivate and empower direct reports to achieve results and common goals by taking time to understand how to overcome employee-specific obstacles.
Get involved in customer escalations as required including Better Business Bureau submissions.
Facilitate team meetings and one-on-ones to encourage personal growth and development.
Get involved, communicate, and take a strategic approach to Roadrunner and employee safety.
Stay up to date, informed and compliant with the requirements in the respective field.
Demonstrate superior knowledge of Roadrunner services through all customer interactions.
Respond to customer and employee inquiries in a timely manner.
Communicate and enforce company and departmental policies and procedures.

Job Requirements :

Bachelor's degree (BA / BS) from a four-year college or university preferred; at least ten years of customer service experience or five years of transportation experience, or equivalent combination of education and experience in the transportation industry.

Ability to read and analyze moderately complex documents including customer data sets, Excel files, and customer-specific SOPs.

Ability to respond to common inquiries or complaints from customers and members of the business community.

Ability to effectively present information to customers, prospects, and upper management.

Managerial Experience required.

Excellent customer service and administration skills.

Advanced PC skills including Outlook, Word, Excel, PowerPoint and Power BI.

Preferred knowledge of industry-based software, and Microsoft Windows.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Detail-oriented, capable of managing multiple projects simultaneously.

Ability to prioritize and organize tasks.

Involves a high degree of responsibility for working with, safeguarding and controlling highly confidential information, knowledge or important confidences.

Physical Demands and Work Environment :

Physical Demands : While performing the duties of the job, the employee is regularly required to sit, reach / handle items, work with fingers, distance vision (clear vision at 20 feet or more), color vision, peripheral vision, depth perception, ability to adjust focus and talk and hear others in conversations via the phone or in person. The employee is occasionally required to stand, walk and lift objects up to 20 lbs.

Compensation : The compensation for this role is $70,000 to $80,000 per year.

Job Location : Remote

Benefits : PTO, Paid Holidays, Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, 401k

Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career!

We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!

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Manager Customer Care • Downers Grove, IL, US

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