What are the responsibilities and job description for the Brokerage Customer Experience Manager position at Covenant Logistics?
Job Description
Job Description
As a Customer Experience Manager, you will work closely with our extensive network of shippers and your team to develop new relationships focusing on improving efficiency and managing transportation costs. You will use phone, email, and online customer portals to communicate and build relationships with your assigned customer base while creating new customers. Top priority is responding quickly with action, monitoring loads to communicate proactively on potential issues and working to build a strong relationship with the customer to gain more business. Masters of negotiation, you secure the best rates on a spot or transactional basis. You thrive in an ever-changing environment, taking a proactive approach in learning the pricing and capacity fluctuations in the truckload shipping market.
Responsibilities :
Tactical Responsibilities :
- Ensure daily communication with other Covenant Solutions Managers for comprehensive understanding of all daily
- activities and matters of importance
- Coach and develop seat level employees on daily tasks, activities, and responsibilities to drive the success of the
- team
- Understand the daily book of business across the team to hold the team accountable and track team goals
- Gather information in the event of a claim involving a shipment within the team to ensure proper claim filing
- Support Enterprise Account Reps with the creation of SOPs for dedicated accounts
- Oversight of customer onboarding process
- Tracking KPI’s per employee
- Review and identify growth opportunities within accounts with seat level employees
- Manage and drive the process of review with Pricing team to expand business
Tasks :
Knowledge, Skills, and Abilities :
Competitive Compensation
Covenant’s compensation philosophy’s intent is to use a competitive total compensation strategy to determine the current market value of a position while also considering individual factors such as performance in current position, time in seat of current position, experience, level of responsibility / accountability, and longevity with the company. The system will be objective and non-discriminatory.
Pay Range : $64,542.40-$106,600
Pay Grade : 10
401(k) match, Serious Health Condition Pay
Full Health Benefits Package
Medical, Dental, Vision, Telemedicine, Short & Long Term Disability, Health Savings Account, Life Insurance
Paid Time Off
Cultural Perks
Casual Dress, Tuition Reimbursement, Employee Discount Program, Dependent Care Flexible Spending Account, Adoption Assistance and Employee Assistance Program
Covenant Logistics is an Equal Opportunity Employer
M / F / Disability / Veteran
VEVRAA Federal Contractor
Salary : $64,542 - $106,600
