Senior Manager of Customer Excellence

Senior Manager Of Customer Operations

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.

Responsibilities :

• Serve as a focal point for customer issues, rectify and mitigate customer issues to achieve high customer satisfaction levels.
• Proactively work 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

Qualifications :

Physical Requirements :

The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate will be required to : read; communicate verbally and / or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and / or move up to 25lbs / 12kg.

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer

About Penske Logistics :

Penske Logistics engineers state-of-the-art transportation, warehousing and freight management solutions that deliver powerful business results for market-leading companies. With operations in North America, South America, Europe and Asia, Penske and its associates help businesses move forward by increasing visibility and driving down supply-chain costs. Visit Penske Logistics to learn more.