Oversee and drive all customer care initiatives within a designated region, serving as a strategic business partner to senior operations and sales leaders. Lead and mentor a team of highly skilled customer care professionals to align regional customer care vision with overarching business goals, thereby enhancing the customer experience and supporting the Sales & Operations teams.
Responsibilities:

• Lead the implementation of all customer care initiatives and processes across the region to enhance business performance.
• Advocate for the company's customer experience structure and philosophy to ensure consistent service delivery throughout the region.
• Drive standardization efforts to establish a unified One Lineage experience.
• Recruit, train, and develop a team of customer care professionals, emphasizing continuous improvement and teamwork.
• Utilize CSAT scores to identify opportunities for data-driven process improvements.
• Effectively communicate goals and critical information to customer care teams across the region.
• Support new customer onboarding activities as required.
• Assist the Sales Manager in preparing for Quarterly Business Reviews (QBRs).
• Partner with Revenue Management to develop actionable insights from the Customer Profitability Model.
• Promote Lineage Link adoption and accessorial revenue capture initiatives.
• Demonstrate the value of technology solutions, such as Lineage
• Link and Salesforce Service Cloud, to customers.
• Take ownership of high-priority customer care issues and facilitate their resolution.
• Collaborate with other Regional Managers to update policies and procedures, addressing large customer opportunities and ensuring network-wide consistency.
• Identify process inefficiencies and other improvement opportunities within the Customer Care team.

Skills & Qualifications:

• Bachelor's Degree or equivalent professional experience required.
• Proven experience in managing and developing teams of customer care professionals, including the management of other managers.
• Over 7 years of experience in customer-facing roles, demonstrating a deep understanding of customer care dynamics
• Willingness to travel up to 50% to meet business needs and support regional initiatives.
• Proficiency in Salesforce Service Cloud, with hands-on experience in leveraging the platform to enhance customer service.
• Strong history of exemplary performance, consistently embodying and promoting our customer service principles.
• Expertise in leading and executing change management initiatives, driving continuous improvement and organizational growth.

About Lineage:

Lineage is the largest temperature-controlled warehousing and logistics company in the world. With the largest facility network in the world, Lineage is built to deliver sophisticated, customized, and dependable solutions to the food, retail, agriculture, and distribution industries. However, it is the people of Lineage that set it apart - people who are creative, dedicated to getting the job done, and absolutely committed to customer service.
Why Lineage?
This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers' requirements. Beyond that, you'll help us grow and learn on our journey to be the very best employer in our industry. We'll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.
Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.
Benefits
Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.